Contact centers today play a pivotal role in building as well as reinforcing long-term customer relationships since they are the central point of all customer interactions. This has driven these organizations to primarily focus on the type of contact centers they should deploy, either the traditional on-premise ones or emerging cloud-based contact centers.

More and more organizations now rely on platform-as-a-service or cloud-based contact centers for providing world-class customer support services owing to the numerous advantages they offer.

Cloud computing has proven its worth by making organizations more productive and efficient. However, when it comes to the contact center industry, some are still wondering about cloud technology's repecurrsion, mainly due to the reason that both are operating under the same principles.

Here are some of key highlights to divulge how cloud computing technology helping contact centers in gaining traction:

Instant deployment and seamless integration with existing infrastructure: For the deployment of on-premise IT infrastructure, everything right from hardware to software applications and telephone systems have to be installed. For this you may have to incur huge upfront cost. Moreover, it can prove to be quite time consuming process. While a cloud based contact center is quick and simple to deploy because services are offered by service providers through Internet. You don't at all have to invest your money on the purchase of any special equipment. All you need to have is a computer with high speed Internet connection to access cloud based contact center services.

Utility model: With cloud-based contact centers, you no longer have to bear any upfront expenditure for the deployment. All the cloud services are based on utility payment model. Organizations can choose the services according to their varying business requirements and pay for only those which they use. This is more lucrative because the IT spending is low relatively to on-premise contact centers and results in enhanced ROI.

Scalable solutions: Another advantage of a cloud based contact center is that the operations can be instantly scaled up or down simply by taking on or liberating online resources as per your business requirements. In case of on-premise systems, integration of auxiliary hardware and software applications will be required to manage influx of call flow. Likewise, in case the call flow drops due to any reason, it might lead to wastage of resources.

Global reach: The rapid increase in online services and emergence of highly sophisticated mobile devices has undoubtedly driven businesses to offer 24X7 customer support services to their customers. Cloud based solutions enable companies to provide prompt support to their consumers, which can be accessed round the cloud and from anywhere in the world.

Personalized and localized customer support services: With cloud-based applications, businesses can single out specific services offer personalized user experience to their clients. Plus, these services can even tailored keeping in mind the customer demographics, like geographical location, age group, language, profile, etc. Another advantage is that cloud computing permits seamless integration of varied applications with network support such as billing software, purchase order management, business reporting, analytics, and much more.

In a nutshell, cloud technology has provided call centers with an optimal opportunity to enhance and expand the horizon of their existing capabilities. Thus, deliver quality services more efficiently with minimal risk through cloud-based contact center solutions.