Consider using one of the best cloud-based contact center solutions to enhance your customer experience in a tightly unified platform.
Cloud-based contact centers enable you to integrate customer communication over multiple channels, such as phone, email, text, and social media. They provide features that are not available in on-premise or hosted solutions.
As businesses expand their support channels, a cloud contact center solution can help them stay on top of every customer request while also optimizing agent productivity.
However, selecting the best cloud-based contact center solutions can be difficult. So, in this guide, we’ll go over what Cloud-based Contact Center Solutions are, and the main features of cloud contact centers. Finally, we’ll offer some key benefits of using a Cloud-based Contact Center Solution.
What exactly is a cloud contact center?
A cloud contact center is a network output that uses cloud-based call center technology. It handles all of the inbound and outbound customer communications, such as voice, social media, email, SMS, and the web.
A cloud contact center, unlike on-premise or hosted contact centers, is not associated with a particular server or specific address. Instead, anyone on your team can connect it from anywhere via the cloud—a global network of high-performance servers.
Automatic call distributors (ACD) and interactive voice response (IVR) systems are the two main technologies used in cloud call centers.
You’ve most likely used an autonomous voice response system. After dialing, the introductory menu greets you and asks why you’re calling. IVR systems typically allow you to select menu choices by pressing a number or speaking a request that is interpreted using natural language processing.
Automatic call distributors complement IVR systems by offering behind-the-scenes call routing automation to make sure that every incoming call is routed to the appropriate contact center agent.
What is the operation of a cloud contact center?
A cloud contact center manages all customer communications, including both outbound and inbound calls, chatbot as well as text messages, and video communications, social media via high-speed internet. All equipment, technical setup, and maintenance are handled by contact center providers.
Cloud centers, unlike on-premises PBXs, do not necessitate the purchase, installation, and maintenance of telecom hardware. Voice over Internet Protocol (VoIP) technology is used instead for phone calls and messages.
Cloud contact center solution attaches to other channels such as social media and email and seamlessly integrates all channels. To avoid conflicts, each interaction makes a connection with a customer as well as a prospect account and routes incoming communications to the appropriate agent.
A cloud contact center also can incorporate your customer relationship management software, ensuring that all communication data is consistent throughout your organization. It is the most effective way to provide a consistent customer experience across all channels.
Because a contact center operates completely over the internet, you only need to provide your team with headsets, workstations, and an internet connection. While you can utilize special hardware, cloud-based software will collaborate just as well on your existing computers and cell phones.
How to Select the Best Cloud-based Contact Center Solutions
Through 2027, the cloud-based contact center industry is expected to grow at a compound annual growth rate of 26%. However, as the industry expands, it becomes more difficult to pick between providers.
How do you choose the best cloud contact center vendor for your requirements? Here are some things to consider when deciding what cloud-call contact center technology to just use.
- Uptime: You won’t be able to deliver without performance and dependability. Examine the provider’s status updates beyond the scope of a service-level agreement.
- Analytics: Addressing customer concerns is only the first step. Resolution rates must also be measured across contact channels, teams, accounts, and individuals. Ensure that this data is easily accessible and intuitive for the majority of users.
- Supervisor Dashboards: Inside the world of remote work, make sure that team supervisors can monitor their teams’ real-time performance, intervene if someone needs assistance, and move around easily. Supervisors can plan agent schedules as well as anticipate customer cases thanks to improved workforce management features.
- Smart IVR: This interactive voice response system responds differently depending on account status, caller ID, and whether or not there is a known issue. Search for a contact center solution that can adapt to changing business requirements and customer experiences. Advanced Automatic Call Distributor systems can route calls to the appropriate agent and share IVR key presses.
- Integration of UCaaS: Handling two communication systems can just be difficult for any organization. Investigate a cloud contact center’s contact center partnerships for seamless enterprise integration. Moving your communication systems to the cloud increases business continuity.
The bottom line
A contact center solution is ideal for businesses dealing with an influx of customer and sales inquiries. Nonetheless, the advantages of relocating your contact center to the cloud far outweigh the disadvantages of an on-site solution.