A contact center is a customer service function that handles customer contacts and customer interactions using more than one channel, which can include phone, email, chat, text messaging, and social media. A cloud contact center has its core contact center technology hosted by a third party, utilizing cloud computing. Commonly hosted applications include automatic call distributors (ACDs), which are responsible for routing contacts, and interactive voice response (IVR) systems, which greet callers and facilitate self-service. Cloud contact centers can also use hosted solutions for workforce management, analytics, customer communications and customer relationship management (CRM), training management, and more.
With the addition of digital channels, workforce management, advanced analytics and more, on premise contact centers have evolved from legacy, limited purpose call centers to AI-based and technologically driven contact center solutions. In addition, newer contact centers are now cloud-based, making them even more powerful and affordable.
Organizations are increasingly turning to cloud-based solutions for their contact centers, driven by a multitude of compelling reasons. There are a variety of reasons organizations choose to use cloud-based solutions for their contact centers. Here are just a few of the benefits:
Cloud-based contact center software is accessible to anyone with a computer and a good internet connection. This means cloud contact center agents can work from home, which allows organizations to tap into broader labor markets and eliminates the commute for their agents.
Many businesses, especially retailers, have significant seasonal fluctuations in contact volume, which leads to peaks and valleys in staffing levels. Cloud contact centers are able to scale up and down easily and they only pay for the seats they're using on their cloud contact center solution.
Organizations using cloud contact center platforms no longer have to worry about installing software updates, buying new hardware, fighting hacking attempts or hiring system administrators. All of that is handled by the cloud contact center provider, allowing the organization to focus on delivering exceptional customer service.
