Everyone knows that the technology supporting call centers is complex. To operate in modern times, you need to have systems for voice, for digital, for scheduling, planning, payroll, operations… the list goes on.
A key challenge for IT teams is in making sure all these systems are well integrated. By that we mean: these systems are able to “talk” to another in a smart way, without manual intervention.
The whole point of these massive tech systems is to make the human experience more efficient and enjoyable—but too often the opposite happens. Data is captured in one place and sent around, but critical areas of the business are left out. Someone has to copy the data by hand, usually rearrange it, and plug it into something else.
The room for mistakes is huge:
For call centers that have not moved to a cloud platform, or are only offered a private cloud system, a lack of integration has started to truly drag down performance compared to competitors.
Solving integration problems like these requires a strong tech foundation in the first place. And you can’t expect to do it in a vacuum: perfecting your system isn’t enough when you’re also required to interface with other stakeholders’ systems.
The modern approach to developing this foundation is to run a call center on a secure, public cloud infrastructure.
On-premise means the technology is literally on site—physical servers in the building do the work. This is the oldest and riskiest system. It is hard to upgrade, standardization has likely eroded into custom setups, and you need highly specialized resources to maintain it. It doesn’t not talk to anything easily.
Private cloud isn’t much better. The tech is not on site, but with no way to seamlessly connect to the outside world of third-party applications and systems, private cloud systems can fall behind as fast as on-prem platforms.
The modern solution is a secure, public cloud infrastructure. The risk and maintenance burden is spread over a large network of providers. Integration is fast and simple, because the network thrives on creating standardized methodologies.
GTS specializes in helping empathically migrate organizations to these secure, public cloud systems, which dramatically improves both customer and employee experiences. Get in touch today!