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The modern cloud contact center defined


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What is a cloud contact center?

Cloud platforms give modern contact centers the tools and flexibility they need to offer exceptional customer experiences. On this page, we’ll help you understand the difference between a call center and a contact center. Most importantly, we’ll explore the benefits of a cloud-based contact center solution and why it is the best choice for any business.

Call center solutions vs contact center software

What is a call center?

A call center provides customer service and support using phone calls routed through a business phone system. These inbound and outbound calls may come through a hardware-focused IP PBX system or a virtual call center. No matter the call center software used, these solutions only offer phone support and cannot connect to customers through any other channels.

What is a contact center?

Contact centers are designed to reach the omnichannel customer by offering numerous communication channels. Along with phone calls, omnichannel contact centers interact through social media, text message, email, live chat, and video. Omnichannel contact center software is used to improve customer engagement and enhance customer communications by directly meeting consumer demands.

ringcentral contact center platform

There are two types of contact center software, premise-based and cloud-based.

What is a premise-based solution?

A premise-based, or legacy, contact center software solution is installed at the business’ physical location. The business hosts their software through on-site hardware that connects to phones and computers. They are in charge of maintenance needs and installing any new features. These systems typically require high equipment, IT, maintenance, and software costs.

What is cloud contact center software?

Businesses with cloud contact center solutions connect to platforms hosted on the cloud by their software providers. These solutions offer a wide range of features and capabilities without the need for additional software. Contact centers gain in-depth customer interaction analytics, access to app integrations, affordable scalability, agent performance management, comprehensive agent desktops, and much more. A cloud contact center platform reduces hardware, labor, and maintenance costs, offering enterprise contact center capabilities for businesses of all sizes.

Businesses can also use cloud call center solutions, though the incredible benefits of an omnichannel platform are as affordable and more successful than cloud call center software.

What are cloud contact center solutions?

What are the benefits of a cloud-based contact center?

What are the benefits of a cloud-based contact center?

When it comes to customer interactions and customer satisfaction, a cloud-based solution is the best way to meet and exceed your goals. With numerous features and unmatched flexibility, a cloud contact center provides everything you need to succeed now and in the future.

Empower exceptional customer service

Prioritize customer success and satisfaction with a solution that supports your efforts. Using a cloud-based solution provides the resources your agents need to nail every interaction. With instant access to customer histories and data, they can consistently reach first-time resolutions for every connection. Easy third-party app integrations, such as CRM integrations, allow you to improve the services you offer and the experience you create.

Discover the power of automation

Your agents are responsible for your wait times and customer interactions, so they have a lot on their shoulders. Contact center AIs allow you to lighten this load by automating some of your operations. An interactive voice response (IVR) system, for example, collects customer data before connecting them to an agent to save time. Other artificial intelligence features, such as automated call distribution and live chat prompts, further streamline and improve the customer journey and experience.

Tools to help with your contact center compliance

From HIPAA to DNC lists, maintaining your compliance is a critical part of your work as a contact center manager. Though your cloud contact center solution won’t guarantee compliance, it can offer tools that help you track and manage your success. Cloud-based platforms also offer powerful security and data encryption to help keep your customer’s data safe. The agility of a cloud contact center makes it also more likely to adapt quickly to the ever-changing regulations and help you with new tools when such changes occur.

Scale on your terms

Dimensioning your entire infrastructure (telecom line, phones, seats, etc) for seats you only need during peak seasons is both frustrating and expensive. Rather than requiring exact seat numbers, the elasticity of cloud contact center software allows you to scale your workforce whenever you need to. Cloud connectivity can also allow you to expand your contact center to new locations, both nationally and internationally, without disrupting collaboration and quality. With a cloud contact center, you have the power and ability to create a contact center solution that meets your needs and budget at all times.

Enjoy unified communications

You can access a cloud-based contact center platform from any connected device. Whether you want to view your center’s data, communicate with a team member on-the-go, or add remote agents, your solution makes it possible. Unified communications easily fosters in-house collaboration, creating stronger teams and improving workplace efficiency. By moving your contact center to the cloud, you can achieve greater results through every task, team, and department.

Tired of a contact center solution that works against you? Contact us today for a personalized demo of our omnichannel cloud contact center platform and discover the freedom of a solution made to work for you.

Originally published Mar 31, 2020, updated Aug 28, 2021

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