A call center is a business function that handles inbound and/or outbound phone calls with customers. A cloud call center, or cloud-based call center, is one that has its call center technology in the cloud. A cloud call center typically includes core technologies consisting of the automatic call distributor (ACD) and the interactive voice response (IVR) system. In addition a cloud call center can also include other modules, such as workforce management, analytics, and more.
Cloud call center solutions
What is a Cloud Call Center?
A call center is a business function that handles inbound and/or outbound phone calls with customers. A cloud call center, or cloud-based call center, is one that has its call center technology in the cloud and hosted and supported by a third-party vendor. A cloud call center typically includes core technologies consisting of the automatic call distributor (ACD) and the interactive voice response (IVR) system. In addition a cloud call center can also include other modules, such as workforce management, analytics, and more.
What are the benefits of being a cloud call center?
A cloud call center offers many benefits including the following:
Scalability. Many call centers have significant seasonal swings in call volume. For example, candy manufacturers may have a big spike in call volume during the holiday season and again around Valentine’s Day, and then low, steady volume the rest of the year. Using older “on-premises” technology, they would have to purchase hardware and software licenses for their peak call volumes. This is wasteful because they would be paying for unused licenses and underutilized hardware during the rest of the year. In contrast, with a cloud call center you only pay for the seats being used thereby making it a more cost effective model.
At home agents. Cloud technology is accessible from anywhere with a quality internet connection. This enables a cloud call center to assemble a team of at home agents. In markets where it’s difficult to recruit and hire good agents, being able to hire agents who can work remotely provides an advantage. In addition, working from home is also considered a perk by many call center agents.
Flexibility. Most cloud-based systems offer easy integrations with other business applications like a CRM by simply adding a new integration module. For example, a cloud call center may have a CRM application and a ticketing system it wants to integrate with. The extensive use of integration APIs eases the way towards a smooth integration. Additionally, if a call center wants to add chat as a channel option, it can do so quickly, often same day.
These are just a few benefits of a cloud call center. Ultimately, using a hosted solution allows organizations to think less about technology and more about how to delight their customers.
Cloud call center
Manage customer calls anywhere with cloud call center solution
Empower your sales and support teams to work remotely with Npath cloud call center solutions in hyderabad integrated with powerful cloud telephony features.
Boost your business support system with cloud call center
Built with cloud telephony technology, My Operator call center solution is an advanced call management solution that works online. With cloud call center solutions, you can set up a remote team of support executives, manage calls from customers and prospects on-the-go, and efficiently manage inbound as well as outbound business calls.
Set up and manage distributed teams to manage business calls on cloud.
Instant online availability with zero capex and no hardware requirement.
CRM integration for efficient support and better customer experience.
Improve business growth with smart decisions based on call analytics.