10 Compelling Reasons to Transition Your BFSI Contact Center to the Cloud

There is a massive shift happening in the contact center industry. Traditional contact centers, including those in the banking and telecommunications industries, are making the shift to the cloud and for good reasons

The BFSI sector began migrating to cloud-based platforms at the start of the pandemic, and this shift has gained momentum ever since. It is only expected to grow multi-fold in the next two years.

BFSI organizations were initially hesitant to move to the cloud as they were worried about the security and sanctity of the data on a cloud platform. The pandemic forced the entire contact center industry to work from home, and they leveraged the cloud to move their workforce to work from home.

In the past two years, they have realized that cloud platforms offer their data one of the best security, even better than traditional on-premise solutions. After all, your security is only as good as the breach.

Are there any other compelling reasons why I should consider moving my BFSI contact center to the cloud?

Infrastructure accessible – anywhere, anytime, any device

The cloud contact center platform can be accessed from anywhere, anytime, using any device that supports a browser. All you need is Internet connectivity to access them. This can be accessed round the clock worldwide

Access to resources

You now have access to top talent from across the globe, unrestricted by location or time zones. With intelligent routing, customer calls are effortlessly directed to the most qualified agents, ensuring the right expertise is matched with the right inquiry

Redundancy and failover routes

With cloud infrastructure, you are protected against all forms of disasters. You can easily add redundant infrastructure and failover routes. This would guarantee 99.9% uptime of all the services

Completely omnichannel

An omnichannel contact center solution is only achievable through the cloud. Every omnichannel platform provider has embraced a cloud-first strategy, ensuring seamless integration of voice, video, chat, SMS, email, IVR, social media, and apps—all supported by cloud infrastructure

Easy integration

The cloud contact center platform allows easy integration with other IT systems and best-of-breed solutions. You would have a single view of your customers irrespective of the application or the channels from which you access.

Scale-up and scale-down resources easily

With the cloud, you can add or remove agents easily at the click of a button. You don’t have to plan for infrastructure upgrades the way you do in a traditional contact center environment

Pay-as-you-go and pay-for-what-you-use

You don’t have to pay for seats you are not using. You only have to pay for the infrastructure that you need. For instance, you may not want to use all the channels that the platform has – so you pay only for what-you-use

Low maintenance

You don’t need expensive IT resources to manage your contact center infrastructure. The cloud provider takes care of the infrastructure’s hosting, availability, security, and reliability. Any business user should be able to manage the cloud infrastructure easily

Security and resilience

A cloud contact center is a lot safer than the on-premise one. The cloud infrastructure providers have invested heavily to improve their security practices while guaranteeing some of the world’s good practices. No on-premise infrastructure can match the security and resilience offered by the cloud. Consider leading platforms like Google Cloud, Amazon Web Services, and Microsoft Azure

Compliance

Compliance is vital when it comes to the BFSI domain. With cloud technology, maintaining compliance becomes seamless, as infrastructure providers already adhere to most of the regulations expected from a contact center. These include TCPA and CFPB regulations, PCI standards, ISO certifications, natural language compliance, GDPR guidelines, STIR/SHAKEN protocols, and Regulation F, among others.

ClearTouch, (a TCN company) is one of the pioneers in cloud contact center Technology.. We have worked with more than 1500 customers worldwide across domains offering them our cloud contact center solutions. No customer has ever left us for an on-premise option.

Cloud offers a lot of flexibility, ease of use, low entry barriers, and the comfort that someone else is handling the platform’s infrastructure and security.

There would be a minimal choice available in the form of on-premise contact center platforms within a few years. So, get on the gravy train of migrating to the cloud infrastructure.