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What is a Cloud Call Center?

Businesses need to start stepping up with growing demands of customers, and having technology that can facilitate this growth in the easiest way possible will be highly beneficial. Technology is always evolving and becoming more and more sophisticated, giving all who utilize it flexibility, cost optimization, and convenience. With cloud systems and artificial intelligence picking up the slack that older systems don’t stick with, businesses are making the change to these more advanced systems.

A large part of call centers are maintaining customer data while using traditional on-premise solutions. These types of physical software systems dominate on-premise companies, and are dedicated to providing excellent customer service. Unfortunately, with the increase of internet based solutions, businesses are making the change to a more updated cloud system. One of the large reasons why cloud-based systems are so popular is due to the fact that they offer improved profitability, optimized technology, and more efficient ways to boost customer satisfaction. 

What is a Cloud-Based Call Center?

Cloud-based call centers are network-based services, where providers can own and operate their own technology on-site. All services provided to agents and employees are remotely from subscriptions and memberships. These cloud-based centers offer innovative ways to approach all your call center needs when dealing with sales, clients, and growth.

Cloud-based centers are becoming increasingly common because of the heft benefits they offer call centers. With a cloud based center, your business will get the tools and functionalities that are relevant for the industry, along with all the integrations needed for your call center to succeed. In most cloud-based centers, there isn’t a requirement for added and installed software, which can eliminate added costs and equipment upgrades.

Why Call Centers Should Choose Cloud-Based Centers

  1. Installation- With cloud based centers, the installation isn’t as time-consuming. The setup process is easier than most systems, and doesn’t require any complex maintenance or hardware assembly.
  2. Operational Costs- Cloud-based systems don’t require any massive investments in hardware or software. The only costs that will need to be paid are for a strong internet connection. A cloud-based system will usually be billed on a usage basis, making the costs lowered automatically.
  3. Easy Call Center Management- There is little management required with cloud-based systems, and all the needed maintenance won’t be an issue for businesses either. Cloud systems support a digital engagement model which most IT systems don’t follow.
  4. Flexibility in Business Operations- Most cloud software is supple and responsive to the scalability it requires. Because cloud systems are offered on a subscription basis, adding or removing users is made very easy. In order to add features, and users, management can do so easily through a connected device such as a mobile phone, desk phone, tablet, or computer. As long as your internet is connected, all features will be able to be changed, added, or updated.
  5. Scalability as your Business Grows- As mentioned before, cloud based systems offer a scalable system so that your company can grow as it needs. There is no extra investment for hardware either, if your business choses to grow or decrease in size.
  6. Reliability Over your Business Systems- Because cloud-based systems rely solely on a strong internet connection, your business will always run smoothly. With a stable internet provider, your cloud system will be able to function seamlessly when making sales, communication with customers and managing all business functions.

Benefits of Cloud-Based Call Centers

  1. The Speed of Deployment- Cloud-based call centers are hardware free, so the implementation of these systems is quick. There is no hassle in setting up this type of system.
  2. Seamless Business Model- The use of cloud based call centers will also allow users to access any system as long as there’s a stable internet connection. In doing so, all that employees gain access to will be at high speeds and top qualities.
  3. 24/7 Customer Support- With all systems being internet based, your call center can be available for customers at all times. Agents will be able to get in touch with customers whenever they wish.
  4. Monitoring Performance- Businesses will be able to focus on efficient agent performance because cloud systems can offer metrics that are beneficial to the overall success of a company. By providing agents with the feedback that these systems collect, quality levels will rise.
  5. User Friendly Systems- Cloud-based solutions are leading the way with user-friendly designs and allowing all who obtain these systems to easily customize what they need. This will allow agents to benefit from high levels of system functionality, eliminating the hassles of training for system updates and new software downloads.
  6. Holistic Integrations- Call centers tend to rely on various software systems, which can be a tedious process. Some systems will handle ticketing, answering calls, customer service requests, and social media engagement, which causes much chaos within a company. By having all the needed functions in one easy system, agents will be able to process many tasks under one provider.

Choosing the Best Cloud-Based System

With all the call center solutions out there today, there are many different options for your call center to choose from. Your center must look at all their business efforts and decide on which technology, provider, and areas that they are looking to improve and target.

  1. Technology- Call centers must look at their existing business strategies and decide which services they wish to provide to customers. By looking at the hardware, software, applications, and wiring that are needed for systems to function will be a helpful step in choosing a provider.
  2. Provider Positioning- Cloud based systems need to match their call centers strategies and goals, so that all runs smoothly. Providers need to help call centers provide multiple channels and forms of communication, in order to boost sales and customer satisfaction.
  3. Customer Service Strategies- With technology growing by the day, businesses must obtain all cloud centers offer, in order to keep them updated with all needs of customers. By offering all different strategies to boost customer satisfaction, it’s up to your call center to choose the provider that goes about increasing these numbers the best.