A cloud contact center or cloud call center is a web-based communications platform that handles customer calls and queries. Whereas ‘call centers’ traditionally focus on calling alone, ‘contact centers’ support a multi-channel communications strategy which typically comprises of calling, chat and video.
Cloud contact center solutions can be accessed from anywhere with an active internet connection so they’re the ideal solution for companies spread across a number of geographic locations or with agents working remotely. Making the switch can significantly lower overheads and increase scalability, as there is no need for physical infrastructure.
It’s time to start moving your communications to the cloud. Customers are looking to communicate with businesses and service providers in more ways than ever before, so you need a solution that’s as dynamic and flexible as your business is expected to be. Traditional on premise solutions are slower and lack the feature set offered by cloud contact center platforms.
By moving your call center to the cloud, you’re already going to benefit from the increased flexibility, additional capabilities and lower running costs. To maximize the benefits to your business, make sure to choose a provider whose system is robust, reliable and secure. Here’s what to look for: