Cloud Call Center

Companies use cloud call centers to handle customer calls. Companies don’t have to bother with managing the infrastructure, since everything is in the cloud, including key features such as interactive voice response and automatic call distribution. Read on to find all you need to know about cloud call centers.

Cloud Call Center 101

 

With a cloud call center, you can receive inbound and outbound voice, text, social media, and video communications over the internet. Server maintenance, setup, and equipment are all handled by cloud contact center providers. Contrary to a private phone network on-premises, you don't have to purchase, install, or maintain any telecom hardware. Instead of traditional phone lines, VoIP technology is used for phone calls.

Once you connect cloud call center software to other channels like social media or email, everything works automatically. All interactions are linked to a specific account and is assigned to the appropriate agent to avoid conflicts. Cloud call centers then sync data with your CRM software, so that everyone can work harmoniously.

Since a cloud call center operates entirely online, your team only needs workstations, headsets, and an internet connection. Once logged in, agents can receive calls, emails, and chat messages. Thus, your brand can interact consistently with its customers across multiple channels.

Cloud Call Centers vs. Physical Call Centers

 

Prices, flexibility, and company growth make choosing onsite vs. cloud call centers difficult. For your business, you must assess accordingly your options to carefully weigh the benefits and drawbacks.

 

Physical Call Center

The hardware, software, and infrastructure for your call center are all housed and operated within your company. There are many configurations of dedicated communication servers, including PBXs and IP PBXs. It is your IT team's responsibility to implement this system, maintain it, and keep it current. They will take care of every aspect from software support to phone servers.

 

Cloud Call Center

Cloud call center solutions are hosted by service providers offsite in the cloud. They are accessed by computer or mobile apps. This solution requires a reliable internet connection. The cloud hosts your business or call center's data, while corresponding servers may be owned by the provider or by a third party.

 

Cloud vs. Physical Recap

In the table below, we have compared the two types of call centers.

 

Type of call center

Installation

Management

Flexibility

Scalability

Costs

Cloud call center

Easy and no maintenance

Minimal management

Agents can work remotely.

No need to purchase new hardware.

Low costs

On-premise call center

Complicated and time-consuming

Systems, licenses and updates must be managed onsite.

Agents must work onsite

More hardware is necessary as the business grows.

High costs

 

 

Cloud Call Center Benefits

 

Cloud technology helps to create a profitable customer engagement center with low infrastructure costs and improved customer service. Cloud call centers are ideal for organizations committed to increasing profitability while reducing operational costs. Here are the key benefits of a cloud call center:

 

Speed of Deployment

Since cloud call centers are hardware-free, they can be implemented quickly and easily.

 

Seamless Business Model

Cloud call centers can access their systems from anywhere over the internet and provide high-quality customer service.

 

Scalable

Cloud call centers can be scaled to meet the needs of different business sectors.

 

24/7 Customer Support

Cloud call centers are available 24/7 to answer customer queries.

 

Track Performance

Businesses can now focus on agent performance with cloud call centers, which will result in high productivity and excellent service.

 

Web-Friendly Solutions

Cloud-based systems are user-friendly and user-centric. They provide advanced technology with many benefits. Call center agents can now enjoy enterprise-level functionality without having to learn and use complicated systems.

 

Multiple Integrations

CRM and call script generators (CSG) are common software systems used by call centers, and they can be difficult to integrate. Cloud contact systems can integrate many business tools in a single click. This reduces redundancy, maximizes efficiency, and increases productivity. The ability to access multiple systems from one place enables data-driven decisions.

 

Better Productivity

Cloud call centers offer better call monitoring. Agents can access one integrated dashboard, which makes it easier for them to make informed decisions and reduce turnover.

FAQ

Cloud call centers require no installation. Agents simply need to create an account and they can begin working immediately from anywhere on any connected device.

Probably not. Most cloud call center solutions are user-friendly and intuitive. As a rule of thumb, if your agents have basic computer knowledge then they can work with a cloud call center.

With cloud call centers, you won’t need any special hardware. Agents will be able to access the software from any connected device and work from anywhere.