CLOUD BASED CALL CENTER SOLUTIONS: WHAT IS IT? AND WHY USE IT?
Despite all advancements and self-help channels springing up today, Cloud-Based Call Center Solution with a human touch still hold their importance and are mostly preferred over others. To handle all that traffic with efficiency, it becomes necessary for a company to maintain a separate department well-equipped to only handle this traffic and provide assistance to ensure that the customer has a nice experience. This “department” essentially is a call center, where phone calls from current and potential customers are directed as part of a customer support platform or help desk system.
Now, this call center can be implemented in various ways. The company can have its in-house call center or outsource it to another dedicated company. All of these options have their pros and cons but the most popular solution in recent times is a Cloud-Based Call Center Solution. If your business still employs the old call center technology, you’re most likely bound severely by your system’s limitations. It is difficult to add new channels (such as SMS or Facebook Messenger) or to update the phone menu. Not to mention the cost of employing the workforce, space required and maintenance costs. It’s hard to help customers when your technology works against you. A Cloud-Based Call Center Solution eliminates most, if not all, of these problems.
What is a cloud-based call center, you ask?
Cloud-Based Call Center Solution uses internet and cloud storage to build a network which works like a traditional call center but may be geographically dispersed. It requires almost no set up and can be very easy to use. It is hosted in the cloud by a business phone service provider. Users can access the service through an app installed on their computer or mobile, so requires almost no dedicated infrastructure. This solution relies on internet access with sufficient bandwidth to comfortably accommodate all users. The call center’s data is hosted on the cloud, and the corresponding servers either belong to the service provider, or to the third party.
Why a cloud-based
Setting up cloud-based call center software is as easy as installing an app on a computer – no need to set up hardware, figure out-licensing and find suitable software.
Since there are virtually no infrastructure and physical space required there’s no investment in installing hardware or licensing or any recurring fees in maintaining an updated software and hardware. A strong internet connection is however required, but obviously, the cost would still be less compared to on-premises solutions.
Cloud-Based Call Center Solution software is very flexible in the sense that, adding a new user does not require buying a new set of hardware and removing one does not leave waste of it. An employee is not required to sit at the same desk every day. They can work from home or anywhere else. It also means that there can be no limitations to the hours of service provided.
Your Cloud-Based Call Center Solution needn’t rely on hardware. Most of the reliability and call quality problems that can occur are due to a weak internet connection. Without sufficient bandwidth call, the quality will suffer. The simple solution is ensuring good internet connectivity. That’s all!
While on-premises centers have only features such as transfers, hold, waiting for music, conferences, call logging, etc. Cloud-Based Call Center Solution can provide a hoard of other useful features like Live call monitoring(Calls are recorded, stored, and analyzed), Smart IVR, Click-to-call(customers doesn’t need to dial, just click a button)
Cloud providers make it their business to stay ahead of security threats. Much as their downtime redundancy safeguards are superior to what an on-site IT team can provide, so are their security measures.
Without infrastructure or equipment of your own, you use the shared resources of the cloud, thereby having a lesser impact on the earth. Adopting cloud-based call center software is thus, more eco-friendly.
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