Bulutistan İcra Kurulu Üyemiz Altuğ Eker: Bulut teknolojilerindeki gelişmeler iletişim merkezlerinin dijitalleşmesini hızlandırdı

Bulutistan Executive Board Member Altuğ Eker wrote an article on Contact Center Metrics for the March-April 2023 issue of Call Center Life magazine.

In 2023, you can find the article below, which includes the trends expected to stand out in cloud technologies and the effects of the developments in cloud technology on the digitalization of contact centers.

With the power of cloud technologies, a working environment without geographical constraints

With Cloud Technologies, I think the following trends will become more prominent in 2023.

Dispersed workforce: With the pandemic, there was an explosion in working from home or other locations. With the power of cloud technologies, a working environment without geographical restrictions has emerged. I think this trend will become more prominent in increasing the diversity of talent and resources with hybrid models that combine physical and remote working.

Utilizing Remote Work and Independent Workers: The Freelancers and Telecommuting trend continues to dominate the Contact Center market. I predict that this trend will continue to increase.

Prioritizing Digitalization: Automation and artificial intelligence-based communication technologies will enter our lives even more.

Expansion of Artificial Intelligence supported self-service solutions: It is possible to say that digitalization will be used a lot, especially in self-service channels.

Increasing security: With the increase in cloud technologies and remote working, the diversity and capabilities of security solutions continue to increase.

Developments in cloud technologies accelerated the digitalization of contact centers Cloud technologies have caused a logarithmic acceleration in the digitalization of Contact Centers, as in all sectors. As the global cloud market continues to grow at a steady pace, cloud contact center solutions continue to be a robust tool for delivering superior customer experiences.

The location-independence of cloud technologies has now enabled contact centers to expand beyond their city centers. Without the need for a physical office, it is now possible to employ agents from across the country or even from another country. The ability to reach and employ employees with different skills and competencies has created an environment of flexibility and maximum efficiency for contact centers.
Cloud technologies provided great benefits to Contact Centers in terms of scalability. Increasing capacity to manage increased traffic, especially during peak campaign periods, and returning to normal after the campaign period are easy and smooth for cloud infrastructures.
Cost savings have undoubtedly created another area of advantage. When you install Contact Center solutions on physical servers, you have to bear a serious initial investment cost and manage serious operational running costs. When you prefer cloud technologies, you include these solutions in your service without any initial investment cost and without incurring additional operating costs with pay-as-you-go.

When you use a traditional software solution, it is necessary to develop middleware to make it talk with another solution. Most of the time, this middleware is costly and problematic. However, when you use cloud infrastructures, environments such as APl and webservices that are ready, allow you to establish this integration with very simple no-code connections.

Security in the cloud is undoubtedly another strong advantage. While storing your data in the cloud provides storage flexibility, uninterruption, disaster recovery scenarios and high availability environments will ensure the operational functionality of your contact center for any adverse scenario that may occur.