How Does a Cloud Based Call Center Work?

Benefits of a Cloud Call Center

Cloud communications offer vital benefits to your business and ensure business continuity no matter the situation. Below are some of the key benefits of cloud contact centers.

Link to ITNIOTECH

Built For Remote Work You can access Cloud-based call center technology anywhere as long as there&#;s a good internet connection. This setup enables a cloud-based call center to put together a team of home agents for inbound and outbound calls unhampered by geographical limitations. This ability to work from home &#; a situation many companies adopted during the pandemic, ensures business continuity. It also allows companies to hire call center agents no matter their location in the world.

Cloud-based contact centers are made to work with different devices and operating systems. They also provide real-time reporting. This real-time reporting gives you greater transparency in your agent&#;s productivity as well as customer satisfaction.

In addition, working from home is also something preferred by many call center agents because it saves them the monetary expenses and time of commuting to work. Remote work is a win-win situation for both the business and the agent.

1. 1. Easy Deployment

To build an on-premise call center, you need to invest in hardware like routers, switches, computers, and call center software to run the equipment. On top of these, you&#;ll need a dedicated IT team to maintain and troubleshoot the equipment and software. On the other hand, you can deploy a cloud-based call center within four weeks because it doesn&#;t need any hardware to set up. This easy deployment means the time you need to get your call center up and to run decreases considerably. 

Easy deployment is also good for your bottom line. The sooner you can get your call center up, the sooner you can get your investment return.

1. 2. Better Scalability

Almost all call centers have seasonal swings in call volume. For example, call centers that handle calls for an airline may experience a significant spike in call volume during the holiday season and Spring break and experience low steady volume during the rest of the year. With a cloud contact center, you can add or remove users as the situation requires. This scalability makes it a cost-effective model because you only pay for as many subscriptions as you need.

Flexibility with Integration Most of the cloud-based call center systems can easily integrate with commonly used business applications like , Salesforce, Zoho, Shopify, and Slack, to name a few. Most cloud systems are built-in API architecture. This architecture means it can easily integrate with your company&#;s existing CRM or ticketing system. If the company needs it, you can implement these integrations in one day.

1. 3. Lower Startup and Ongoing Costs

Businesses who choose to create a cloud-based contact center won&#;t need to spend on real estate, IT teams, network carriers, and software. If you were to compute the cost of building a traditional call center, it would roughly cost you about $2,500 to $10,000 per workstation. On the other hand, setting up a cloud-based call center is only a fraction of the cost of the traditional one. Depending on the subscription, it can cost as little as $ 100 per agent.

Cloud-based systems can also give you additional cost savings in the different software you are currently using, which the cloud-based software can replace. You only pay for the licenses you use.

In addition to these, you don&#;t need to worry about updating your software to the latest version. The cloud-based call center provider will do all the heavy lifting of ensuring their software is up to date. They will also handle troubleshooting when the need arises. 

1. 4. Real-Time Analytics

Cloud-based call center software provides you with accurate time analytics. Depending on which software you choose, you can track incoming and outgoing calls, agent performance, call times, satisfaction ratings, and average wait time to name a few. 

The company is the world’s best API Providers supplier. We are your one-stop shop for all needs. Our staff are highly-specialized and will help you find the product you need.

You can use this data to provide feedback on your agents&#; performance and identify the areas of improvement to better customer satisfaction. 

Traditionally, customer communications were limited to voice calls and primarily conducted through an analog system.

A cloud contact center differs from this traditional model in two ways:

1. It relies on cloud-based technology
2. It has omnichannel support

Let's discuss both in more detail.

What does cloud-based mean?

The old business system relied on analog technology to handle customer communications. This analog system made use of physical copper wires connected to the Public Switched Network (PSTN) to make or receive calls.

As you may imagine, this system made the customer journey difficult and inaccessible. Customer support was limited to calls, and call center agents had to work on-site because the infrastructure was hosted within company premises.

A cloud-based contact center system is hosted remotely through the internet. With cloud solutions, the infrastructure needed for a contact center is set up and maintained off-site by a third-party provider. All your business needs for a cloud solution is a communication device and a powerful internet connection. Once you have those, your contact center is ready to go.

What is an omnichannel cloud contact center?

An omnichannel cloud contact center is a software solution that operates as a centralized communication hub where agents can access all customer correspondence across different communications channels. Most omnichannel cloud contact centers provide support for the following channels:

• Voice calls
• Social media platforms (Twitter, Facebook, Instagram, etc.)
• Chat

Of course, not all business solutions offer the same things, so make sure to verify with your provider which channels their solution supports. If there is a particular channel your customers prefer, you may also want to ask if your provider offers special features or addons for it.