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The Role of Cloud-Based Contact Center Solutions in Business Transformation

 

The business operation has transformed over the years with the advancement in technology. The cloud-based solution in contact centers has emerged as an efficient trend.

The increase in demand for cloud-based contact centers is showing the potential it holds to shape the business across industries.

In this article, we will delve deeper into this booming trend to get a deeper insight into how it is impacting call centers. 

What are cloud-based contact center solutions?

If you can imagine a contact center that exists, but not in a physical form only over the internet. That would be a perfect representation of contact centers based on cloud solutions. It has all the features of a traditional contact center along with hosting privileges.

How does a cloud-based contact center function?

A cloud-based contact center solution is a technology that enables consumers to use storage, servers, databases, and applications over the cloud. Cloud computing functions in such a manner that it reduces the complexities of managing the underlying infrastructure.

Why should your business adapt to a cloud-based contact center?

The cloud contact center is generally a central point of contact that handles all the outgoing and incoming communications. You can access it virtually from anywhere without any geographical boundaries. 

Worldwide people are adopting digital media, and around 29% of people reported by Statistia, have social media access. Due to this increased usage, it is very important for businesses to align with the mass choice of communication channels. While large physical organizations may come across several issues while handling multi-way communication, Cloud contact center solutions can overcome these aspects easily.

Problems faced by traditional contact centers

  • Customer always seeks to manage multiple communication channels at the same time for businesses.
  • Routing of calls and messages takes some time because all the calls are managed by human agents.
  • Management of agent time is another big-time issue as a lack of automated tools leads to a lack of efficiency.
  • The unavailability of proper analysis of dashboards prohibits businesses from optimizing their services to provide a smooth experience.

How is the cloud-based contact center overcoming these shortcomings?

Here are some of how a cloud-based approach is better than traditional contact centers:

  • The strategic integration of different channels of communication into one single system.
  • No need to manage physical hard servers.
  • Provides call routing features, with an interactive voice response feature.
  • It allows firms to scale their services by adopting a virtual way.

Tip to follow while choosing the correct cloud-based contact center?

If you are flattered by the level of easiness cloud-based contact center will bring into your firm, here are some of the things you should keep in mind:

  • Always be clear with your requirements so that it is easier to evaluate if the contact center will be able to meet your expectations.
  • You can reach out to one of their previous customers to know more about their working methodology.
  • Verify the expertise of the staff that will work with your firm.
  • Discuss the goals transparently so that they are well aware of whom they might be working with.
  • You can also discuss the privacy policy and how the working surveillance will take place.
  • Make sure to reach out to different firms, so that the pricing against the services is familiar to you.
  • Discuss the call center software and tools they would be using.

Which is the best cloud-based call center out in the world?

Many studies and reports have been published on the best cloud-based call centers over time. However, one common name among all those publications is CallCentr8. Mostly the testimonials from the previous clients and the total impact are two key parameters that made CallCentr8 ahead of others.

Here are some of the features of CallCentr8.

Features of CallCentr8

  • Multi-Level User Access
  • Tiered Contact Center
  • Dialing Type (Auto, Progressive, Manual)
  • ACL, Gateway, DID Management
  • Agent Management (Monitoring, Allocation)
  • Call Queue/ Agent Status Monitoring
  • Web-Based Softphone
  • In-built Automatic Call Distribution (ACD) System
  • IVR Management
  • One-click Reporting (System, Supervisor, Agent, Campaign)
  • MOH & Prompt Management
  • Call Recording & Playback
  • Essential Call Management Function (Queue, Barge, Hold, Mute, Transfer)
  • Cloud-based Web App Solution
  • Call Script Management
  • Disposition Management
  • DialPlan Management
  • Voice Mail Support

We hope this article has provided you insight into how the world of contact centers is evolving and how it can shape your business.

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