The cloud: how does it work for customer services?



When it comes to customer service, maybe the cloud is not your first thought. Maybe you initially think of a group of stressed contact centre workers frantically answering the phone. Maybe you imagine reminders to call someone back being written down on paper and getting lost.

But this isn’t all that customer service is nowadays. Today there have been so many technological advances that have made customer service a different field – different to what a lot of people may have thought.

And one of the most important developments I’ve seen in the customer service industry has been the use of cloud services.

According to Cloud Industry Forum research, most businesses use the cloud, with a total of 78 per cent adopting its services. This figure is likely to increase to 85 per cent in the next two years, though. And some 63 per cent of organisations can see a time when they will migrate all of their data to the cloud.

These are the kind of numbers I’d be expecting. That’s because cloud services can offer a huge number of advantages to businesses, especially in the financial services industry.

Information recovery

One of the most important benefits of cloud services is that in the rare event of a disaster – when crucial information is accidentally deleted or if there is some kind of power cut and data is removed – this important information can be recovered.

Data recovery is maybe one of the best aspects of cloud-based customer services. Just imagine: you’re working away and suddenly everything goes black. Your computer has just died. So after you get over the trauma – and cost – of replacing it, you then start to think about the data you may have just lost.

If you’ve been working in the cloud, though, you won’t have to worry about the problems associated with lost information. That’s because it will have been saved. It’s all there – backed up and ready to pick up right where you left off.

Nothing is lost when you work in the cloud. That’s a massive advantage when you’re dealing with sensitive information.

Software updates

With the cloud, things happen automatically. And that includes software updates. There is no need to manually choose to download an update or have your work interrupted by your system requesting an update.

Software updates are vital to the smooth running of any business. They ensure that computers are operating efficiently and they come with security patches, which mean that you’re protected against any malicious software or viruses.

Increased collaboration

When you’re working in customer service, there are many elements to take into consideration and each one is usually taken care of by a different person in a different department.

When a business chooses not to work in the cloud, it risks overlooking details. When transferring a task to a colleague, there is the chance of it being lost among everything else that is going on. An email or a note could be missed.

But when a business works in the cloud, it makes losing information less of a risk. Everything is there for the right person to see. The cloud can ensure that data is kept in the same place, with workers finding it simple to access and use.

Overall, the cloud offers a simplified way of running things. It can help with security and data management so if there’s one thing I would recommend, it’s implementing a cloud-based service into your business’ strategy.

Download the CIF (Cloud Industry Forum) research and transform your CC.



Stephen Ball

Steve Joined Aspect in December 2015 with responsibility for the Europe & Africa region.

Steve has held leadership roles in Computacenter, EMC, Orange, and most recently as RVP for Hitachi Data Systems, where he was responsible for leading HDS regional restructure and Transformation, succeeding in driving growth and market share.

Steve is passionate about delivering world class Customer Service, Technology and hiring and developing great people. He believes how you engage with your customer defines the success of any business, with the client demanding ease of interaction, when they want it and how they want it.

With a simple view that focusses on these three areas, Aspect is ideally positioned to accelerate its growth and Market share. Steve is working with the EA leadership team to create a plan and vision for Aspect EA that underpins the competitive advantage that the Aspect suite of software provides to its clients.