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The Cloud Contact Center Evolution


The cloud contact center is another step in the call center evolution that has seen the ‘call’ replaced with multiple communication forms including SMS, chat, video, and click-to-call capabilities.  By utilizing virtual servers, cloud contact centers have emerged as a far more cost-efficient and customer-centric way of meeting client communication needs. Contact center optimization is enhanced by removing the need for companies to install and maintain their own software and compatible hardware allowing a greater focus on improved customer engagement.

With the COVID-19 pandemic upon us, many companies are being forced to move to a home office environment, which brings with it a whole host of new challenges. However, cloud contact centers enable operations to continue optimally without interruption.   

Flexible Arrangements With Greater Capacity

When engaging with customers, a cloud contact center lets operators log into the company database and integrated systems from any device and any location. For companies operating from a physical space, hardware requirements are greatly reduced.

The web interface enables agents to make or receive calls directly from a browser or free cloud CRM enabling the introduction of contact center agents in new regions without the capital expense or local hardware deployment. 

Intuitive Technology

SIP trunking enables the end point’s PBX to send and receive calls via the Internet. This technology is able to control voice, video, and messaging applications and includes unlimited concurrent call capacity for handset use. 

Any company engaging a cloud-based contact center can use an interactive voice response (IVR) to create greetings, build menus, and customize its IVR to adapt to customers’ changing needs. 

Other potential advantages of the cloud contact center capabilities include a quick connection between agents and experts to improve the client experience working via a unified log in that allows operators to see experts’ availability from a shared desktop application. 

A service center operator can also share any page from the website with the client during the call. 

Increased Analytics

Most cloud contact centers have extremely high levels of analytics available in real-time which provides benefits to a service industry.  Agents can access a visual representation of queues, customer journeys, and wait times across each customer engagement channel.

Predictive dialer capabilities enable sales reps to identify and automatically add numbers to their calling queue from the web. Supervisors can drill down and listen to calls that are grouped into pre-defined, customizable categories and provide immediate feedback to their operators.

The ability and opportunity to increase customer engagement is immediately improved. 

Decreased Costs

Taking the databases and integration software out of the physical workplace greatly reduces capital expenditure outlays, and eliminates the need for constant upgrading, maintenance and license purchasing to cover all client faced operators. 

Companies such as 8 x 8 and Genesys provide the opportunity to increase contact center optimization with a range of packages to suit the size of the company. Many cloud-based systems can be up and running in as little as 48 hours with a low licensing fee that covers unlimited center operators. 

As the world embraces technology, companies are able to use the increasing capabilities of cloud contact centers to provide the most efficient and effective client engagement.  

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