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Glossary

What is a Cloud call Center?

A cloud call center is a web-based technology used to handle client calls and interactions. Cloud-based call centers may be accessed from practically anywhere, removing the requirement for a physical infrastructure and potentially lowering operational costs and increasing flexibility to accommodate evolving customer experience initiatives.

What is the operation of a cloud contact center?

Over a high-speed internet connection, a cloud call center delivers incoming and outgoing phone, text, social media, and video interactions. Contact center providers manage all of the technical setup, equipment, and server maintenance.

Unlike an on-premises PBX, no telecom hardware must be purchased, installed, or maintained. Voice over Internet Protocol (VoIP) technology is used instead to establish phone conversations. It handles all of the work after you link the cloud call center software to your other channels, such as social media or email. To avoid conflicts, each interaction is associated with an account and allocated to the appropriate agent. Then, in the background, a contact center syncs data with your CRM software, ensuring that everyone is on the same page. Because a contact center operates fully over the internet, you only need to supply your personnel with workstations, headsets, and an internet connection. When agents log in, they will be able to receive calls, emails, and chat messages. As a consequence, your brand communicates with clients in a consistent manner across several interaction channels.

Differences between a cloud call center and a contact center

The main difference between call centers and contact centers is how agents communicate with clients.


  • A high number of inbound and outgoing phone calls is handled by cloud-based call centers. 


  • Real-time phone conversations take place between agents and clients. It's scalable since it's on the cloud, and people may work in the office, remotely, or a hybrid of the two.


  • A cloud-based contact center handles phone, email, social media, text message, and video enquiries. Furthermore, support agents have access to client data and previous transactions. As a consequence, clients can find help no matter where they look. Agents can respond through online messaging or use a software-based dialer to make an outgoing call.


  • A contact center's job has evolved from answering customer service questions to driving customer success objectives and providing salespeople with multichannel capabilities to engage with leads.


  • Cloud contact centers are the best choice for service and sales teams to meet their growth objectives due to secure data linkages and infinite customizations.

What are the advantages of operating a cloud call center?

A cloud call center has several advantages, including the following:

- Capability to scale. Many contact centers see considerable seasonal fluctuations in call traffic. Candy producers, for example, may have a significant increase in call volume around the Christmas season and again around Valentine's Day, followed by a low, consistent volume the rest of the year. They would have to acquire hardware and software licensing for their peak call volumes if they used outdated "on-premises" technologies. This is inefficient since they would be paying for unused licenses and underutilized hardware for the remainder of the year. A cloud call center, on the other hand, only charges for the seats that are used, making it a more cost-effective strategy.

- Agents who work from home. Cloud technology is available from any location with a reliable internet connection. This allows a cloud call center to construct a team of agents who work from home. Being able to hire agents who can work remotely gives an advantage in places where it is difficult to find and hire skilled agents. Working from home is also regarded as a benefit by many contact center agents.

- Adaptability. Most cloud-based systems make it simple to integrate with other corporate programmes, such as a CRM, by simply installing a new integration module. A cloud call center, for example, may want to link with a CRM programme and a ticketing system. The broad usage of integration APIs makes the path to a smooth integration easier.

 

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