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What, Why and How of Cloud Contact Center


Have you thought of upgrading your contact center? Are you still stuck with a traditional on-premise contact center solution? With the rapid growth in the cloud contact center, you need the best-in-class technologies to support your businesses. An increasing number of companies are shifting their infrastructure to cloud and why not? A cloud contact center software provides greater flexibility along while also eliminates the cost for infrastructural investment.

According to Research and Markets, the Cloud Contact Center market is expected to reach USD 44.86 billion by 2025, at a CAGR of 23.11% over the forecast period (2020-2025).

Even big players are now starting to realize that the cloud contact center is beneficial for their business productivity as it offers all the on-premise features with an added advantage of managing the contact center operations on the cloud.

What is Cloud Contact Center?

A cloud contact center is a call center setup that is hosted over the internet and is easily deployable with a minimum upfront cost. In a cloud contact center, all inbound and outbound calling operations are run over the internet and it provides uninterrupted customer service through all channels like Voice, Email, Chat, and Social Media.

Businesses choose cloud contact centers to reduce hardware setups cost and minimize the installation to go up and running in less time. So, what are you waiting for, transform your legacy contact center into a modernized contact center with these benefits.

Why do you need Cloud Contact Center Software?

Let us now look at some of the cloud contact center benefits that might help you to decide on the best cloud contact center software for your business.

Easy Installation

Now, you do not need to maintain your hardware installation, you can enhance your cloud contact center operations with an easy-to-deploy setup. Each business has unique requirements and you can choose a public, private, or hybrid cloud software to increase your business productivity.

For small businesses, cloud setup is really beneficial as they do not have to invest huge capital in infrastructure for a physical work environment.

Lower CAPEX Requirement

Save money big time because its time to invest in your cloud contact center. Make your business more compelling with lower Capital Expenditure. You can eliminate the need for infrastructure and hardware installation, as in a work from home model, your agents can work across multiple geographical locations and a laptop and strong internet connection will suffice the need for handling all calling operations.

To top the costs, businesses spend 10-30% of their contact center cost in commute with a razor-thin margin. This cost can be eliminated while your employees work remotely.

Flexibility and Scalability

Increase or decrease employees without any hassle. It’s as easy as managing your Gmail account, anytime, anywhere. Deliver interaction application faster and expand your business operations, your cloud service provider will take care of hardware management.

While you do not have to worry about infrastructure management, with a cloud based call center software you can scale up and scale down as per your business requirements without worrying about operational overheads.

Maximum Data Security

From small to large enterprises, data security cannot be compromised. Get relief from data theft because all your data is secured on the cloud server.

Are your customers constantly worried about data leakage? Do you deal with numbers? Do not worry, we have got you covered with smart cloud-based contact solutions. Ameyo’s cloud contact center software ensures enterprise-grade security ad follows the best standard practices as defined by International Security Frameworks such as PCI-DSS.

Additionally, the data can be masked from contact center agents to avoid data leakage across the organization, thus, ensuring maximum data security for you and your customers.

How to set up a Cloud Contact Center Software?

Every business, whether small, mid-sized, or large enterprise, needs a cloud contact center. Setting up a cloud contact center is easy, no calls will be missed and businesses will get the flexibility to operate from multiple locations.

While working across geographies, you can place the call server on the company’s premises while the application and database will be on the cloud.

Public Cloud

In a public cloud, the database and applications are owned and managed by the third-party vendor or cloud service provider where you can use instances shared by many other organizations. The services are managed using a web browser.

It is advantageous because it involves a low cost of operations and it does not require maintenance as your service provider will provide the maintenance.

Private Cloud

A private cloud can be hosted at your on-site data center or it can be hosted by a third-party service provider. In this, the hardware and software are dedicated to your organization and the services and infrastructure are maintained on a private network.

For banks, government bodies, and financial institutions that deal with large numbers of data, private cloud is beneficial as it provides enhanced control over the data.

Hybrid Cloud

Hybrid cloud gives you the best of both worlds. In this, you can choose to store your data and applications on both private and public clouds alike, as your business demands.

For businesses that deal with high volumes of data with lesser security needs and sensitive customer data together, they can use the combination of a private and public cloud. It offers greater flexibility and it remains cost-effective undeniably.

Features of Cloud Contact Center that you Will Love:

The below cloud contact center key features are the must haves to improve productivty and business effeciency

Automate Dialing Strategies

Work smartly with an auto dialer. Don’t waste time in repetitive tasks like manually dialing numbers. Let the auto dialer decide the number of calls to be routed to your agents on the basis of their availability. Happy agents will deliver rewarding results, so by eliminating mundane tasks like call waiting, on-hold time, they will function more productively.

Routing Logics

Define routing rules to deliver the experience that will delight your customers. Route calls smartly and match the callers to most qualified agents. We are moving towards the world of automation and automatizing these simple actions like routing a call to German-speaking agent when a call from Germany lands in your system can increase the efficiency of your cloud contact center software.

You can set routing logic according to business-specific metrics like language proficiency, preferred agent, office hour configuration, etc. to yield the best results from each call.

Integrating with Leading CRM Applications

What do you think will happen if the customer’s browsing history, previous interactions, and contact details are available to your agents prior to making a call? Integrating with enterprise-grade CRMs can help the agents set the context of the conversation and they can make well-informed decisions on the basis of customer data provided in CRM.

For instance, if your customers want information about credit cards, agents will have the data in front of them to educate the customers while initiating the conversation, hence more productively handling the calls. CRM-CTI integration with Zendesk, Freshdesk, Zoho, etc. ensures flexibility in your business workflow. And it is not limited to this, agents can update the existing details in real-time and attach notes to each call to preserve the conversation context for future actions.

Turn Insights into Results with Reports and Dashboard

You do not want to miss the end results of your cloud contact center solutions. Maximize work efficiency with customized reports while analyzing the agent’s performance. Define key performance metrics and let your numbers speak for your agents. Align the customer interaction data with the availability of agents while assigning tickets to optimize the work efficiency of each agent.

Arm your supervisors with real-time agent monitoring to ensure maximum efficiency for each agent. Supervisors can provide on-call assistance to the agents whenever they need and they can monitor the efficiency of each campaign with granular reports.

Real-time User Management

Did you know that the supervisors can shift the agents from one queue to another when there’s a surge in call volume? For uninterrupted customer service, you can efficiently manage your resource allocation and transfer agents to different queues in real-time, ensuring that no customer goes unattended and there’s no scope of bad customer experience.

In a Nutshell

Cloud-based contact center solutions will drive the industry by storm for the next decade, so here’s your chance to act smart with Ameyo’s technologically driven cloud contact center solution and enhance the capabilities of your existing contact center software. Dealing with sensitive data becomes a lot easier with cloud-based contact center software.

Also read Why do you need cloud contact center before you move to cloud solutions.

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