HGS Digital

Cloud telephony


Centralize, integrate, and modernize your contact center technologies in the cloud

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Move on-premises contact center technologies to the cloud for flexibility

As companies pursue new markets, embrace work at home, and grow, they begin to look for more flexible customer service technologies and cloud telephony solutions.

Cloud telephony replaces numerous costly, on-premise contact center infrastructure providers with a smaller number of pay-as-you-go, cloud-based providers. It reduces the IT burden, reduces the need for bricks and mortar, and addresses seasonality fluctuations more efficiently.

Cloud telephony works well for small and enterprise contact centers and helps them enhance their traditional PBX systems and business phone systems.

a graphic depicting contact center volume-handling dashboard
Assessment of call center agents evaluates criteria like empathy, active listening, upsell attempt

Cloud telephony leads to CapEx, CX, and EX improvements

Moving your contact center infrastructure to the cloud is not only cost effective but also improves the Employee Experience (EX), Customer Experience (CX), and manager experience:

  • Agents can answer phone calls, chats, social posts, and emails; initiate video conferencing and make Voice Over Internet Protocol (VoIP) phone calls; view customer CRM records; and access all the applications they usually would use to interact with customers with a browser. Agents also have quick access to performance scorecards, internal instant messages, phone numbers, agent-assist bots, product and order details, training, and customer satisfaction and sentiment indicators.
  • Customers have an increased ability to channel-pivot, with a decreased need to repeat themselves. They get the correct answer faster. And, if needed, they have more reliable access to surveys, post-call follow-up information (by text, email, or chat), and transcripts.
  • Team leaders and managers can closely monitor real-time agent activity, execute call routing workflows, assign tasks, record interactions, send instant messages, deliver coaching tips, listen in on any call, access real-time reports, and assess voice recordings for QA.

Why should on-premise contact centers move to cloud telephony?

Clients interested in moving to cloud telephony are motivated by common concerns:

  • Centers are constrained to specific locations and numbers of seats
  • Too many systems and platforms — hardware, software, telephony, etc. — all handled separately
  • Limited data, analytics, and insights from the current setup
  • Costly and lengthy on-premise infrastructure setup
  • Limited integrations — difficult to integrate third-party systems
  • Low customer satisfaction (CSAT), as customers cannot channel-pivot with continuity
  • Low employee satisfaction (ESAT), as agents do not have the built-in tools to achieve performance targets
  • Difficult to scale and adjust for business cycle

Address on-premise contact center issues with cloud telephony

Implementing CCaaS can be daunting and time-consuming. HGS Digital can help by:

  • Objectively identifying requirements
  • Creating strategies, plans, and roadmaps
  • Vetting vendors and selecting toolsets
  • Executing pilot projects and providing proof of concept
  • Completing programming, configuration, customizations, and integrations
  • Providing resources to migrate data to the cloud from legacy systems, decommission on-premise infrastructure, and ramp in the cloud
  • Decommissioning point-to-point links (e.g., MPLS) and moving to high-speed internet connection
  • Offering training and support as your in-house resources learn the new systems
  • Ensuring ongoing delivery, maintenance, privacy, security, compliance, and optimization

An easy-to-use interface to manage contact center performance

HGS Digital Cloud Telephony Services increases customer, IT, operational, and employee visibility.

Operational benefits

  • ​​​​​​​Agents focus on customer service, not systems navigation
  • ​​​​​​​Supports a small team of in-house agents, work-at-home agents, or hundreds of agents spread across geographies
  • ​​​​​​​Dynamic contact flows and routing across channels
  • ​​​​​​​Training, Quality Assurance (QA), and Workforce Management (WFM) services are fully integrated

Technology benefits

  • Faster and cheaper setup and operational costs
  • Seamless and dynamic third-party integrations available
  • Low maintenance and minimal supervision needed
  • Redundancy, disaster recovery, privacy, and security handled for you

Customer benefits

  • Analytics and business intelligence to improve the CX
  • 360-degree view of customer needs across channels
  • Easier channel pivoting with greater consistency
  • Faster, more useful responses from brands

Cloud telephony opens the door to an AI-driven, cloud contact center

Our goal is to start simple, increase sophistication over time, and create clear business value.

We start by moving your on-premise architecture (such as desk phones, Public Switched Telephone Networks (PSTN), etc.) to the cloud, giving you more flexibility to respond to business demands than ever before.

Within three or four months, you’ll stabilize on the new technology and start to notice improvements in staffing, KPIs, satisfaction, etc.

At the six-month point, or at your preferred pace, we can layer on enhancements, such as contact center AI, contact center analytics, social media customer service, CRM, bots, social, and more.

Within twelve months, you could be recognized as an industry leader operating a cognitive contact center generating remarkable NPS® and CSAT.

3-months / 6-months / 1-year progression

HGS's steps for the progression of cognitive contact center creation from 3 months to 1 year

Take a moment to compare cloud telephony solution with on-premise solution

On-premise solutions are fully customizable but complex. Full software-as-a-service (SaaS) solutions are easy to deploy, inexpensive, and inflexible. It is important to choose a cloud telephony solution that offers a customizable, easy-to-deploy middle ground between on-premise and full SaaS solutions via platforms such as Twilio and Amazon Connect.

Cloud telephony solution

  • Setup and go-live take mere days
  • Pay-as-you-go and never pay for what you don’t use
  • Geography is not a factor in providing support
  • Automatic scaling for volume fluctuations
  • Business continuity and system administration built-in
  • Ideal for clients who want global delivery

On-premise solution

  • Planning and installation can take months
  • High upfront and upgrade costs (hardware, software, licensing, space)
  • Difficult to adjust for the fluctuating number of agents; all personnel must be managed on-premise
  • Scaling requires planning, redesigning the architecture

FAQs

Gartner states that “CCaaS solutions are becoming the preferred deployment model for many contact centers in North America, replacing traditional on-premises contact center infrastructure…. [CCaaS] offers similar functional capabilities to those of on-premises contact center infrastructure, but there are key differences. With CCaaS, connectivity to other cloud-based applications may be easier, consumption is paid for via monthly subscription, and there is a stronger focus on service capabilities.” Don’t just take our word for it!

Our CCaaS is entirely customizable to meet your needs, but standard features include service/call observance, call record on demand, on-demand listening to recordings stored in the cloud, voice-call assessment, CRM integrations (including populating fields in forms), WFM integrations, agent availability monitoring, call flow configuration and task routing, and real-time and historical reports and dashboards.

Normally, we’d start with a business case or cost-benefit comparison study of the cloud to your current architecture. Assuming the comparison yields desirable results, we’ll work with you to select the right cloud telephony to improve your contact center and port voice and data connectivity to the cloud. Once the cloud technologies are in place, we’ll set up a cloud ACD, migrate call flows from on-prem, and create users. Training modules and QA setup (call recordings, assessment) will ensue unless there are more critical integrations (CRM, bot, CSAT, knowledgebase, compliance, voicemail, omnichannel, analytics) that must take place for your organization first. Then, we’ll do some testing and training, and if successful, we’ll cut over to your new cloud-based contact center infrastructure.

Yes, these solutions can be set up to be ISO 27001, PCi-DSS, HIPAA, GLBA, etc. compliant as needed.

We deliver the technologies—and the people—for competitiveness

Why spend time trying to align multiple, siloed, on-premise technology vendors, to improve the CX when you can modernize the entirety of your contact center operations (CCO) with just one? Take your CCO to the cloud.

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Omnichannel and global

For queues onshore, nearshore, offshore, and in the cloud

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Programmable and flexible

Modernize and customize in a cloud environment

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Designed for evolution

Excellent connectivity, availability, scalability, and redundancy

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Resilient and secure

Compliant, protected, and continually monitored and managed

Related cloud telephony services

As a platform-agnostic partner, our goal is to support you and recommend the best cloud telephony for you. We bridge gaps in understanding and can show you what’s possible now and as your team’s understanding matures.

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Cloud contact center

Enrich your customer interactions with an AI-driven, cloud contact center

Cloud insights

Young female call center agent answers customer inquiries on a laptop from home

Cloud telephony for a quick ramp of work-at-home agents

A leading U.S. TV and tech accessories brand engaged HGS Digital during the COVID-19 pandemic to set up 25 Work@Home agents in the Philippines to take tier-1 technical support calls for its consumer electronic products. Because the Twilio and integrated Salesforce solution proved successful, the contact center is slated to grow to 100 agents over the next three years.

Read more about our Twilio partnership

Transform your business with our end-to-end cloud services

Moving to the cloud enables you to achieve faster time-to-market and frees your resources to focus on other business goals. Cloud solutions reduce IT complexity, increase productivity, and provide the flexibility to scale up and down to meet the dynamic needs of your business.

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