Cloud Based Contact Center Solution: Key Features & How Does It Work

Traditionally, contact centers mean a business unit that handles and manages inbound and outbound customer calls. Such contact centers comprise wired telephone lines with on-premise PBXs which nowadays are a thing of the past. Today’s contact centers use software as their primary tool that works entirely over high speed internet cloud and thus are called cloud contact centers.

Difference between Cloud Contact Center and Contact Center

The main difference between these two is that there isn’t any requirement of telecom hardware or equipment in case of a cloud PBX contact center. There is no purchase, installation and maintenance involved as phone calls happen over the VoIP technology. So when it comes to scalability, cloud contact center software comes out to be the winner as it can deliver features as per the demand of the business, whereas call center PBX systems require extensive hardware upgrades.

Another significant difference between the two is that cloud based contact centers can let agents easily handle high volumes of customer calls, both inbound and outbound.

How does a Cloud Contact Center Work?

Since everything runs over the cloud, agents only need a device such as a laptop having call center software installed in it along with their headsets and a high speed internet connection. This means agents can take calls while sitting in the office as well as remotely. Traditional Call Center PBXs do not offer such flexibility as agents can only work within the office setup. You can also read our post on – Inbound vs Outbound Call Center Solution : Key Difference

Outstanding Benefits of a Cloud Contact Center

The superiority of the cloud based contact centers in terms of the number of benefits it offers is the main reason for on-premise contact centers becoming obsolete. On premise contact centers require physical presence of the employees to address customer inquiries. This is one of the reasons why cloud based contact centers like KloudTalk are the right approach for growing customer call volumes.

Here are the top benefits of using cloud contact centers over on premise PBX setups:

Lesser Setup and In-process Costs

There is no denying the fact that switching from analog to cloud based solutions certainly benefits businesses in terms of cost. The companies who opt for cloud based contact centers need not plan for physical space for hardware infrastructure, power backup, multiple network carriers and the human resources required for the installation and maintenance of the on premise PBXs. All these factors when considered altogether make a huge investment from which businesses can save themselves by opting for the cloud technology. And there’s more to it! A cloud based contact center software eliminates the need of various apps that otherwise would be required to perform various tasks.

Suitable for Remote Work

Several companies across the globe have now started working from home permanently while many others have made it hybrid. In such a scenario, cloud contact centers are just a perfect fit as they offer greater flexibility. Employees can work and stay connected no matter the location and time. Cloud based contact center software are built to work across different devices and operating system platforms which gives employees an added convenience. Some of the best cloud based contact center platforms also offer reporting facilities which means supervisors and call center directors can have transparent insights into employee productivity and customer experience.

Instantaneous Installation and Kickoff

With so much competition and agility in the business landscape, can a business afford to wait for weeks to start its customer contact center? Certainly not. With cloud based contact center, the setup window is much shorter since there is no hardware involvement. Onboarding and learning curve is instant and customization and troubleshooting is just a matter of a few minutes. Also, when supervisors need to track and analyze employee performance, they can pull the stats rapidly.

High-class Performance

As the volume of your customer calls expand, you add more employees to handle the increased workload. This means you need instant extensions through which calls can be taken. In such a situation, cloud based systems are quite resilient as they use virtualization technology to roll in new extensions. No matter the number of calls to be handled, cloud systems got you covered effectively. In case of on-premise phone systems, upgrading is a cumbersome task. Additional resources are required for installation, maintenance and backup, etc.

Enhanced Employee Productivity

With the right tools at their disposal, there are high chances of employees working to their full potential and thus bringing excellent results in customer experience. Usage of decade old tools or even dozens of tools certainly adds to inefficiency. A robust cloud contact center like KloudTalk can help employees save a lot of their precious working hours to be devoted for more critical tasks. Useful features such as intelligent call routing can direct customer calls to the right agent thus ensuring fast and seamless response to customer inquiries.

Grow As and When Required

With a cloud based software, you can add more users as per your need. There’s no hardware mess and no complex configuration. This means that you can always start with ‘as required’ and grow gradually. However, if we consider the on-premise solutions, there are lesser chances of growing as per need. Since it involves lots of installations and configurations, it has to be big from the very beginning. And, whenever you want to expand, there’s a lot to be done every single time.

Enterprise-Class Safety and Uptime

Cloud phone systems like KloudTalk are just the perfect fit when it comes to reliability. Uninterrupted by bad weather, building hazards, or network outages, you can expect smooth working and maximum uptime with KloudTalk. Traditional phone systems hardly offer all these benefits.

Tracks Data in Real-time

Often this feature of cloud based software is underestimated. But if utilized well, it gives out powerful results. KloudTalk offers a real-time reporting feature, which lets you measure every stage of your customer experience with much ease. Employee performance can be measured with such reports for further improvements or improvisations. Also, management can use these reports to forecast future trends of customer behavior, sales, etc.

How to Choose the Best Cloud Contact Center Service Provider?

Selecting the right product and service provider is not a one day job, it will take time to compare most suitable solutions, taking demos, comparing features and pricing. However, below mentioned are some points to keep in mind as you go:

  • Check performance and reliability of the solution
  • Check User-friendliness and ease of use
  • Check Interactive Voice Response Integration

Our Team at KloudTalk can answer all your queries regarding the cloud contact center software. Get in touch with us.

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