Recent research by Nucleus put the focus on contact centres. Their claim was twofold – firstly that there was significant ROI to be had, but equally that choosing the cloud route allows for more cost-effective customer service – if not better customer service. 

Looking purely at cost, the case for the cloud-based contact centre is clear – the initial and ongoing costs are a fraction of on-premise options, for all the reasons that we’re already well aware of (software, hardware, staffing & resourcing). However, the claim that businesses who move from on-premise to the cloud are likely to recoup their investment solely through the savings on licences is a startling one.

More interesting, though, is the intangible aspect of moving your contact centre to the cloud – the aspect that says “your customer service will improve”. Isn’t this what we’re all looking for? Essentially, the means of delivering excellent customer service is …