A cloud contact center software is an internet-based facility that manages a company’s inbound and outbound customer communications.
It is a software solution that provides a comprehensive set of tools and applications that enable you to provide exceptional customer service across multiple channels, including voice, SMS, email, and social media.
Many contact centers are still using outdated legacy technology and call center software that cannot keep up with the way customers and businesses communicate today.
A cloud contact center software is a modern alternative to on-premises contact centers that uses cutting-edge communications technology. It provides numerous advantages to businesses that want to consistently meet and exceed their customers’ service expectations.
If your company still relies on legacy contact center technology, you’re probably aware of its limitations. You might not be able to easily add new channels (like messaging, email, chat, social media, or in-app messaging) or update your basic call routing structure.
Perhaps you’ve implemented a cloud solution or two, but they’re isolated from the rest of your solutions and can’t communicate with one another. It’s difficult to assist customers when your technology is working against you.
Let’s investigate the top reasons why virtual call center software deserves a closer look to see if moving to the cloud is right for your contact center.
Companies can use cloud contact center software to manage a large number of inbound and outbound customer conversations across several channels.
This includes call center solutions, which are focused on managing and handling incoming calls based on the caller’s phone number and a database of handling instructions.
Contact centers and associated call centers are usually a part of a company’s broader customer relationship management (CRM) strategy and operations.
Unlike legacy solutions that necessitate the purchase of voice modules, expansion I/O cards, additional software licenses, or other add-ons, cloud solutions enable you to instantly scale workforce teams to meet the ebb and flow of customer demand.
Do you run a seasonal business? Do you need to respond quickly to a competitor’s aggressive price offer? It is simple to increase or decrease the number of agents as needed.
Say goodbye to buying unnecessary software licenses, servers, or storage, as well as adding IT personnel to support additional software. With cloud-based call center systems, your company only pays for what it uses.
There is a widespread misconception that premises-based call center systems are more reliable than hosted solutions.
However, today’s enterprise-class cloud contact center solutions offer the highest levels of availability, reliability, and disaster recovery.
Leading solutions house infrastructure in geographically redundant data centers and provide uptime guarantees of up to 99.99 percent.
Data centers are staffed with highly trained experts who manage the system 24/7 and perform all the latest upgrades to increase overall reliability.
Agent performance can suffer when switching between multiple applications and dealing with clunky hardware. However, with modern call center technology, productivity skyrockets.
Cloud Call Center Software enables agents to provide the best service possible by providing advanced functions such as skills-based routing, call monitoring, and predictive dialers.
Customers frequently call in frustrated because of previous poor service quality. Even before they say hello, this can make your agent’s job difficult.
See Also: The Top 7 Call Center Software for 2022
And forcing your agents to switch between multiple legacy backend systems and contact channels can lead to frustration, human error, duplicated effort, longer average hold and response times, and, ultimately, poor customer satisfaction.
Customers can now communicate with your company via a variety of channels, including web, mobile, chat, voice, interactive voice response, email, and social channels.
This provides you with access to massive amounts of data that can reveal actionable insights. However, single-function contact center servers and legacy PBX and IP PBX hardware make it difficult to parse the massive amounts of customer data available across your enterprise.
Cloud contact center platforms serve as a central hub for gathering and directing customer data for analysis. They can use customer information such as behavioral, demographic, and location to properly match the right agent to the right customer. This strategy can help to increase customer satisfaction while also improving upsell and cross-sell rates.
When critical customer, product, and other information is split across multiple systems, agents may appear unknowledgeable or incompetent as they try to piece it all together.
This can result in inconsistent customer experiences. A cloud contact center platform consolidates all of this data onto a single screen, resulting in a new breed of “connected agent” capable of providing the kind of competent support that customers value.
Agents now have access to vast knowledge repositories in corporate systems as well as third-party cloud services like Salesforce®, Zendesk®, and others.
Screen pop-ups can also help agents stay one step ahead of customers by displaying information such as previous purchases, billing history, and other personal preferences.
As any experienced contact center manager knows, certain agents are better suited to certain types of customer interactions than others.
Your company can use a cloud contact center software to take advantage of the power of the universal queue to automatically route customers to an agent based on their skills.
This capability can also help increase productivity by detecting agent downtime and intelligently scheduling inbound and outbound calls based on availability.
When active channels (such as voice) take precedence over passive channels, you decide (such as email, messaging, or social media).
Cloud contact center software is a collection of software, tools, and services hosted in the cloud that enables businesses to conduct multi-channel customer interactions.
Voice calls, video, social media, email, SMS, chat, and other popular communication channels are all supported. A cloud contact center provides flexibility, scalability, and ease of secure access with minimal deployment time and almost no upfront cost.
You can focus on the core operations of your business while service providers like Ameyo manage the hardware setup and ensure higher uptime and business continuity.
According to the Service Quality Measurement (SQM) Group, a leading customer contact research and consulting firm, 38% of customers are at risk of defecting to competitors if their issues aren’t resolved on the first call.
If the problem is resolved satisfactorily on the first call, that number drops to 3%. Cloud contact center solutions, which use a hub-and-spoke architecture, enable agents to follow the full thread of a customer’s journey from one channel to the next.
This enables agents to better serve customers and solve problems in real time—or even anticipate their needs.
Typical premises-based call center systems simply do not provide the flexibility and scalability required to handle disaster recovery without costly investments in redundant hardware and software licenses.
This could take your business offline for hours, days, or even weeks. Longer downtimes may occur as you scramble to install new hardware and software or find new vendors.
A properly designed contact center provides superior business continuity by housing all infrastructure and critical data in a remote data center located far from potential disruptions.
Because the cloud works wherever there is an internet connection, employees can access the contact center from virtually any device, including smartphones, laptops, tablets, and desktop computers. In the event of a disaster, your agents can immediately switch to mobile devices or softphones on their home computers or temporary work locations.
It can take weeks—or even months—for companies using premises-based contact center systems to deploy new technologies for customer communications, such as messaging, social, chat, and email capabilities.
With a cloud contact center software, you can add capabilities on the fly, allowing agents to respond to new opportunities immediately. Furthermore, you can easily test new sales tools and other systems before committing to a long-term commitment.
Few IT organizations have the resources or time to acquire the most up-to-date security measures that comply with today’s increasingly stringent privacy regulations.
Maintaining strong physical security across multiple business locations, each with its own on-premises system, is simply impractical and inefficient.
Companies that use a hosted cloud solution have access to more security measures to protect customer contact information and other data than traditional premises-based systems.
All customer data is typically housed in secure Tier 1 data centers with strong physical and network security managed by highly trained on-site engineering specialists.
Cloud contact center software allow businesses to provide customer service through a variety of channels, but selecting the best platform can be difficult. In this expert tip, you’ll learn about five different options.
Twilio Flex is a cloud-based communications platform that supports voice, chat, text, email, and social media. It also provides Flex Insights, which provides call summaries so agents don’t have to replay an entire call in order to understand a conversation. Flex Insights also provides an Analytics Portal for custom dashboards, reporting, and analytics.
Other characteristics include:
Twilio Flex has a fast implementation time. It provides all services through a single platform and integration partners.
Cons: Twilio Flex is expensive, with plans starting at $1 per user per hour or $150 per user per month. Its customization capabilities can lead to problems such as bugs and integration issues.
Zendesk Talk is a contact center platform that works in conjunction with the Zendesk Support ticketing system and can be integrated with Salesforce, SugarCRM, and other third-party applications.
The platform’s key features include omnichannel support, knowledge management, and support for internal service desks.
Because of this support, businesses can use a single tool for both internal and contact center support. Answer Bot, a Zendesk-specific AI chatbot that interacts with customers, is also available.
Annual subscription pricing plans begin at $49 per agent per month. In annual subscription plans, Zendesk’s enterprise plans begin at $150 per agent monthly.
Other characteristics include:
Pros: Zendesk Talk integrates with Zendesk CRM and the Zendesk Suite, both of which support CRM technology.
Cons: Zendesk Talk lacks built-in reporting and other integrations that must be added by an organization. As a result, the costs and resources required to deploy this platform increase.
CXone by Nice inContact is a CCaaS platform. It provides workforce intelligence, allowing organizations to capture data for workforce optimization (WFO), planning, staffing, and scheduling using AI. Its pricing plans are not easily accessible via the vendor’s website.
Other characteristics include:
Pros: Nice inContact’s CXone has a reported uptime of 99.99 percent. This is currently the industry’s highest reported uptime.
Cons: Because CXone has Salesforce-ready integration, organizations that do not use Salesforce may have difficulty integrating.
Also, because the platform does not include chatbots, an organization must work with a partner to add them if they are required.
Dialpad Contact Center is hosted in the cloud. It provides ease of use, open APIs for application integrations, and a variety of call features such as conferencing, management, recording, transfer, and automated routing. Its monthly pricing plans begin at $125 per user.
Other characteristics include:
Pros: Dialpad Contact Center is ideal for small to medium-sized call centers and office environments that require a phone system.
Cons: Dialpad’s service is lacking in contact center analytics, as well as real-time and historical reporting.
Avaya’s OneCloud CCaaS (contact center as a service) platform is relatively new to the contact center market. Avaya OneCloud CCaaS is based on Avaya’s original on-premises platform, but organizations can use it for cloud, hybrid, or on-premises contact centers. Voice, email, webchat, and text are among the available channels.
Other characteristics include:
Advantages: Avaya OneCloud CCaaS includes Avaya’s Conversational Intelligence, an AI-enabled feature that can transcribe calls in real time, identify customer questions, and provide answers to agents. Rather than having the agents add the transcription, the platform loads it into Salesforce.
The contact center platform from Avaya requires organizations to provide their own WFM tools. Its pricing plans begin at $82 per agent per month for voice-only support and $111 per agent per month for omnichannel support. Smaller businesses may incur additional costs as a result of this.