A Cloud Contact Center is an internet-based suite of tools and services for contact centers, that handles all inbound and outbound customer interactions for a company. These interactions happen in different channels, including phone, email, chat, and social media.
As we’ve seen before, cloud deployment comes with multiple benefits, being some of them the integration of multiple communications channels into a single platform or the fact that you no longer need any hardware systems – only the computers and phones that agents and supervisors need to access the network.
What is a Cloud Contact Center?
A cloud contact center has its contact center technology hosted by a third party and uses cloud computing to manage all its interaction. This is usually the best option for large organizations that require help meeting the challenges of communicating with their customers across multiple channels.
This software solution usually provides a selection of applications that allow an outstanding customer service across every platform. Some of these applications include automatic call distributors (ACDs), responsible for routing contacts, interactive voice response (IVR) systems that enable self-service, and even hosted solutions for workforce management, reporting and monitoring, customer relationship management (CRM), and more.
With a continuous increase of customers’ preference for the digital channels to connect with businesses, it is crucial for a contact center to get modernized.
Cloud Solution Vs Traditional Solution
Until recently, contact center technology gave organizations very limited options, forcing them to invest in big infrastructures, that also came with great costs and an inability to scale the service, if needed.
A cloud contact center in now easy and quick to deploy and it uses the most recent communications technology.
Unlike a traditional call center, a cloud-based solution allows you to access and manage your service from any point on the globe. You can also recruit agents all around the world, working in different time zones and scale the service up or down, according to the business needs.
Every business is different and the type of deployment you choose for your contact center certainly deserves some thought. While cloud-based solutions can present you with several benefits, it is true that every situation must be evaluated, and Collab can help you clarify any doubts you may have and help you through the process of getting your contact center started (or modernized)!
Comment Collab peut vous aider
Nubitalk is Collab’s cloud, designed to embrace contact centers of all sizes. It is a solution that intends to make every business succeed in customer experience. It offers you the omnichannel experience from anywhere in the world. Want to know more or request a demo? Click here.