Cloud Computing in Call Centers

Felicia Feddora By Felicia Feddora, 27th Jul 2011 | Follow this author | RSS Feed
Posted in Wikinut>Business>IT & Ecommerce

Cloud computing is a technology that will help call centers reduce operating costs considerably and also make the call center job more easier for the agents. Apart from the benefits of this technology, legal experts also discuss the cons of the technology.

Cloud Computing in Call Centers

Recently, there has been a lot of hype around cloud computing in the call centers. This has emerged owing to the value that cloud computing offers the operators. The concept lets the call center put all the technologies, data and databases at a server which is at a remote location from the call center and is ideal for reducing on the operational costs. The concept also needs less maintenance, upgrades, monitoring and outsourcing costs. The agents at an offshore call center also find cloud computing to be a web service mechanism that enables advanced software integrations to be compatible with the other applications.

Now it is possible to create unified agent desktops for retrieving data faster and effectively. This happens in an umbrella system and is actually hosted as well as maintained by the service providers. Apart from lower operating costs and ease of usage, cloud computing also offers other benefits to the call centers such as flexibility, adaptability, accessibility, and scalability. It also makes sure that the call center agents have to wrack their brains less about upfront investments. Note that the technology is available only on subscription, so it paves the path for the business owners to pay for only what is being used at the call centers.

The cloud computing technology is very new to the call centers and the agents are being trained on the technology extensively, so that it can be used as required. It is expected that there would be little control over what is being stored in the third-party servers. Legal experts as well as the network security experts fear that the private proprietary and customer information can be prone to security issues and also hacking issues.

The call center services are new to the idea of cloud computing, but it is sure that even though they may appear hesitant at first, they will be open to the idea of adopting the technology. This will happen because more and more outsourcing providers will be looking for ways for operating more efficiently and more effectively. Call centers are always looking for ways to save costs, so cloud computing should be a technology to watch out for.


Call Center, Call Centers

Meet the author

author avatar Felicia Feddora
I am Felicia Feddora and I am at present writing blogs on BPO and call center. Also I love to work on social media.

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