Understanding how a Cloud Contact Center works and the advantages it has over an on-premise solution

A cloud-based contact center, manages customer calls and interactions through an advanced software platform. It is based in the cloud, which connects through the internet to the software provider’s secure data centers. Customer service agents use this software to handle inbound and outbound communications. Cloud contact center software allows agents and customers to connect over multiple digital channels such as SMS, Email, In-App Chat, video, messaging apps and more, enabling customers to use their preferred channel and agents to provide a more personal service.

Digital engagement with cloud contact center

Digital engagement is a set of digital communication channels and features that let businesses create exceptional digital-first experiences for customers. It allows customers to start conversations on whatever channel they want like web chat, email, texting, social and mobile. It also helps make the exchange as human as possible as agents can combine channels within a single interaction.

For example, talking with a customer on the phone, while sending an email or SMS confirmation. Agents can also move customers seamlessly between channels, guiding them to the best channel for resolution. When customers have transferred the whole history of their interaction moves with them and so they need not repeat themselves over and over again. All of these digital engagement channels and features allow your agents the time to focus on a solution while making customer service a more human experience.

Cloud vs on-premise contact center solution

In an on-premise contact center, desk phones and servers are installed and configured within your building. The desk phones are connected to a server through a device called the PBX system. A cloud-based contact center only requires software or an app to get started because the system functions through the internet. This is known as the cloud-hosted PBX. Calls are made through the technology called voice over internet protocol or VoIP. Your agents will be able to place and receive calls using any internet-connected device, such as personal cell phones, computers, or tablets, with a cloud-based solution. The cost of setting up an on-premise PBX system is often substantially greater since a PBX requires a provider to travel to your business and install the hardware. It requires regular maintenance and upgrades to keep it up and running.

However, a cloud-based call center is virtual. So the setup cost is comparatively less than a typical PBX setup, and it requires no upkeep. In the future, on-premise PBXs won’t scale because no remote work options are available, and the ownership costs increase exponentially as your team grows.

With the cloud, agents making and receiving calls only need an internet connection or an internet-enabled device. All your call information is stored on your device because everything is online. You can integrate this data with other tools, such as your CRM. Moreover, virtual call centers have call monitoring features. You can record conversations your agents are having with customers and can even replace specific customer interactions.

A cloud-based contact center software solution for analytics

Cloud contact center software with great analytics can help your company make much better decisions. It’s also going to help you get buy-in from leadership much easier for changes that you want to make within the contact center. Analytics within your contact center can give you a snapshot of your entire customer experience satisfaction rating. It enables you to find out what percent of customers are ecstatic about your service, what percentage are indifferent and what percentage are dissatisfied through chats, calls, and social media with a couple of clicks.

For instance, if you find out a certain percentage of calls are coming back with a negative rating, you can dig down further through analytics and then find out if there are certain common words that are being brought up time and again and further listen to those calls to see when those words are used and figure out maybe it is a website issue. Likewise, for the calls with positive customer experiences, you can find out the words contributing to it. You can repeat that behaviour through the information provided by analytics.