The cloud: the trendy solution On-premises storage: old, but so valuable So-called “hybrid” cloud data hosting: The best of both worlds? Conclusion What type of data storage should you choose for your call center solution:  cloud or on premise? Not an easy question… fortunately, we are here to give you a helping hand to help you better understand the two concepts. In addition to shining in society by using a few complicated words during your conversations, you will be able to decide which of the two is the most accessible, the most affordable and the most secure for your business!   Today, most call center solutions offer both options: either cloud storage on a shared/private server or the ability to install your solution directly on your company’s servers. However, we will also discuss a third, lesser-known option: hybrid data storage!   Ready ? let’s go.   1. The cloud: the trendy solution Since the health crisis, the cloud solution has been on the rise! Between new hybrid working styles, reduced costs, the increased need for mobility and scalability, let’s face it, the cloud is the sweet spot when it comes to flexibility, with data able to be stored on servers anywhere in the world . a) Advantages of the cloud solution Easily back up and restore your data Have you also lost the last copy of the final version of the 356th revision of your presentation file after a crash? Of course, we’ve all been there! And thank goodness the drive saved your life. Everything is stored and pre-recorded automatically to guarantee you a final backup anywhere, anytime! Well, the same goes for CCAAS cloud solutions, which reduces the risk of data loss. Improve collaboration This allows employees to work closely on any type of data stored online and/or outside the company firewall. Thus, a cloud-based platform can be used by employees to share, edit and work jointly on common projects. Additionally, maintenance and upgrades are taken care of by the cloud service provider itself. Total accessibility Access your apps anytime, anywhere via a web browser and on any connected device. Cloud call center solutions do not require the use of a specific device or being in a particular location to access data, which facilitates and optimizes emergency management! Mobility Thanks to cloud storage, your agents can now work from a beach in Mauritius or Mount Fuji! mobility The mobility and flexibility of this type of solution allows employees to work at any time and from any location, which encourages a high rate of engagement from your employees. Save money Cloud storage is the right compromise in terms of value for money, because it does not include installation costs or prior hardware. Only maintenance and support are subject to operating expenses (OpEx). However, these are predictable costs, with full monthly coverage including upgrades and backups. Deployment The deployment of a cloud solution can be carried out remotely and at any time, so it will be much faster. Flexibility and extensibility It is possible to extend the solution on demand according to your needs. It is easily possible to increase or reduce your storage needs. The cloud does not require investment at source. Updates happen easily outside of business hours with minimal disruption. Reduce your IT staff No need to mobilize staff to ensure updates. The provider takes care of everything so the company never has to take care of network upgrades and monitoring. b) Disadvantages of the cloud solution Internet connection & CAAS solutions A stable and reliable internet connection is essential to use your solution. But that’s not the only obstacle. The basic architecture must also be in place. We know of cases where agents had to connect their computers to Ethernet cables to operate full cloud solutions from some famous competitors (no, we won’t give names 😊).   Limited control Backend infrastructure and server shell access as well as firmware updating and management cannot be managed by the user. And this lack of control over your data storage can be a major inconvenience.   Costs We said earlier that the cloud could save you money. However, in the long term, this is not entirely true. The total amount spent over time maintaining cloud storage will ultimately be much greater than if you had your own servers.   Data security Every time you sign on to a cloud provider, you give up control over the security of your data. Indeed, there is always a risk that unauthorized people will access your data. To avoid this, you should research the provider’s security policies and ensure that your data is encrypted both in transit and at rest. Although security has improved significantly, couds can still be hacked. A common corporate directory server should be used to manage employee access through onboarding and offboarding procedures. 2. On-premises storage: old, but so valuable a) Advantages of the on-premise solution On-premises storage for call center solutions means everything is managed internally and supported by the customer. The software is purchased, installed on physical hardware owned by the owning organization and no third parties are involved. You have both complete ownership and full cost of production. On-premises storage uses your physical location to manage your data. As you own the equipment, you are responsible for its maintenance and management. Let’s keep it simple You may consider on-premises storage the right storage for you if its aspects seem important to your business: High security You keep all data. This means that access to on-premises storage can be more easily controlled and granted only to authorized individuals. As data is not stored online, on-premises servers are inaccessible outside the network. Which can be very valuable for industries that process sensitive data (like the financial sector for example) where confidentiality is assured. No one can steal or dig into your data. Additionally, it is easier to install additional protection tools and specific programs on an on-premises system rather than on a cloud system. Access to data is always guaranteed Access

< Return to blog < Return to blog What is the QS? What conclusions should we draw from this? Strategies to put in place Conclusion In the world of contact centers, Quality of Service (QS) is much more than a simple indicator; it is the barometer of operational efficiency, measuring the ability to respond effectively and quickly to incoming calls. Although the ultimate goal of 100% may seem out of reach, getting close to it is still entirely possible. What exactly is QS, what are the issues, and what strategies can be deployed to improve it? Let’s see it together! 1. What is QS? QS is a measure of a contact center’s ability to respond promptly and efficiently to inbound calls. Expressed as a percentage, it relates the number of calls handled to the total number of calls received. A high QS indicates prompt call response, while a low QS indicates long wait times and unanswered calls. 2. What conclusions should we draw from this? a) If the QS is high ✅ Decreased abandonment rate: Customers are more likely to stay online if they are supported quickly overall. Resource Optimization: Better call management enables more efficient use of available resources. Customer satisfaction: even if QS does not directly reflect the quality of service, it contributes to a positive perception of the attention given to customers. b) If the QS is low ❌ Customer dissatisfaction: Long wait times can lead to frustration and dissatisfaction. Reputational impacts: Negative customer experiences can damage the company’s reputation through negative reviews or word of mouth. Increased call abandonment: Customers are more likely to hang up when experiencing long wait times. Impact on productivity: Agents are most likely overloaded, with these call peaks affecting their efficiency and causing an additional source of stress in their work. 3. Strategies to put in place Optimizing waiting time: implement solutions such as virtual queuing, efficient IVR or automatic callbacks to reduce delays. Diversification of communication channels: encourage the use of alternative channels such as social media or email to relieve pressure on phone lines. Self-care development: Offer customers self-help tools such as dynamic FAQs or chatbots to solve their problems independently. Overflow strategy: anticipate call peaks by setting up automatic messages, call forwarding or voice messages. Call volume forecasting: Use reliable forecasting tools and analyze historical data to anticipate peaks in activity and optimize shift planning. 4. Conclusion QS is an important indicator that you should seek to maximize in your customer relations strategy. With this in mind, a suitable telephony tool with an effective ACD is the primary condition for good management of inbound calls. Do you want to be able to personalize call routing rules based on skills, availability or even waiting time? Do you want to manage call peaks with robust infrastructure and overflow strategies to limit the number of abandoned calls? Find out how our solution can meet your needs and guarantee you excellent QS! Contact our experts! Need advice on choosing your telephony solution? Find out more about ACD! Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

< Return to blog < Return to blog Essential features Scalability of the tool Ease of use Reliability and availability Data Security Performance Analysis Flexibility of communication channels Conclusion In recent years, customer relations have become a key differentiating factor and rightly so! Companies are now placing increased importance on optimizing their customer services. With this in mind, call distribution, the central process for managing inbound calls and their distribution to agents, is of crucial importance in choosing the best tool. Faced with the multitude of competitors on the market, choosing the right telephony solution is not an easy task, but considering the power of the ACD can be decisive in your selection. To help you make this choice, we offer you seven essential criteria to take into consideration during your evaluation. Indeed, the chosen telephony solution must meet specific requirements in order to guarantee an optimal customer experience and maximum operational efficiency. 1. Essential features a) Intelligent call routing based on multiple criteria At the heart of effective call management is the ability to route calls to the most qualified and directly available agents. It requires an intelligent routing system taking into account various criteria, such as: Agent skills: Identifying agents with the skills required to handle each call helps ensure rapid and efficient resolution of customer requests. Waiting time: The balanced distribution of calls between agents helps minimize waiting times and improve customer satisfaction. Agent availability: The system must identify in real time the agents available to handle incoming calls and thus optimize resource management. b) Customizing routing rules Flexibility is a major asset in call distribution. The ability to customize routing rules allows the system to be adapted to the specific needs of each company. By defining certain rules, it is possible to prioritize urgent or most profitable calls, direct customers to dedicated agents, or even implement routing strategies based on language or geographic area. c) Seamless integration with CRM tools For an optimal customer experience, the chosen software must integrate seamlessly with CRM and business tools. This integration provides access to relevant customer information upon receipt of the call, including interaction history, current orders and even personal preferences. Agents can thus offer personalized customer service, contextualizing each interaction. 2. Scalability of the tool a) Managing exponential growth without compromise The ability to adapt is essential in the Customer Relations sector. The chosen solution must be able to adapt to the growth of the company and manage a larger number of users and fluctuating call volumes. This scalability ensures that the company can meet demand without compromising service quality or operational efficiency. b) Management of call peaks Companies often face peaks in activity, particularly during promotional campaigns or holiday periods. A good telephony solution must be able to withstand these traffic peaks, requiring a robust infrastructure capable of handling high call volumes without experiencing slowdowns or failures. It must also make it possible to establish overflow strategies that will limit the number of abandoned calls. c) Adaptation to load requirements Every business has its own way of operating and different needs when it comes to call management. You must be able to personalize its settings and functionalities based on call flows, to optimize resource allocation and streamline processes. 3. Ease of use a) An user-friendly interface In a successful call center, agent and supervisor productivity is paramount. To ensure this, a fluid and intuitive interface remains the best option to facilitate the use of the interface and reduce training times. b) Complete user guides For optimal use of the solution, detailed and accessible user guides are essential. These guides must provide clear and precise instructions on all the functionalities of the solution, illustrated by concrete examples and screenshots. They must also be regularly updated to reflect product developments and new features. c) Automatic reporting of customer files Speedy caller ID is the key to a successful customer experience. Upon receiving the call, relevant customer information should be automatically displayed on the agent interface. 4. Reliability and availability a) Resilience to failures In a call center, continuity of service is essential to be able to meet the objectives defined by your customers. The solution must be based on a redundant infrastructure, capable of minimizing service interruptions in the event of hardware or software failure. This redundancy makes it possible to automatically switch to backup systems in the event of a failure to ensure continuity of operations. b) Responsive technical support Even the most reliable solutions can encounter technical problems. When a breakdown occurs, effective technical support is essential. A team of experts should be available to quickly diagnose issues, provide appropriate solutions, and restore the solution to normal operation as quickly as possible. c) Regular maintenance system for optimal performance To maintain tool performance and long-term reliability, a regular maintenance system is required. Regular software updates, bug fixes and optimizations help ensure that the solution remains up-to-date, stable and efficient. 5. Data security a) Data encryption Data encryption at all stages of communication is essential. This encryption helps protect sensitive customer information, such as names, addresses, phone numbers and payment data, from unauthorized access and data leaks. b) Compliance with safety standards for impeccable compliance Data protection regulations, such as the GDPR (General Data Protection Regulation), impose strict requirements on data security. Compliance with these standards is mandatory and the software must be able to ensure the protection of this data to guarantee customer confidence. c) Strong authentication Cyberattacks pose a major threat to data security. Strong authentication mechanisms are necessary to protect access to systems. This may include the use of complex passwords, physical security keys, or multi-factor authentication (MFA), which requires additional verification to confirm the user’s identity. d) Monitoring and logging user activities An important feature in data security is the ability to monitor and log user activities, in order to detect suspicious behavior and prevent intrusions. This comes in the form of comprehensive logging and auditing tools to track each user’s actions, data