Understand the What and How of
Cloud Contact Center
What is a Cloud Contact Center?
Cloud Contact Center is a setup to handle all customer communications over the internet. It enables the users to manage call centers and their inbound and outbound call center operations from anywhere over secure access. A cloud contact center is essentially a set of software solutions that provides comprehensive tools and applications that allows brands to connect with customers across multiple channels such as voice, email, social media, live chat, WhatsApp, and Google’s Business Messages, to name a few.
Why Do Businesses Need a Cloud Contact Center?
Advantages of cloud-based contact center
Speed of Deployment
Quick and hassle-free implementation without extensive hardware setup to be up and running in no time
Flexibility
Easily add or remove users based or increase or decrease the number of calls based on changing needs with no hidden costs
Scalability
Expand or reduce your call center operation as per business requirement without worrying about procuring additional infrastructure
No Geographical Barrier
Recruit the best talent from anywhere in the world without thinking about their location, commute, or other geographical limitations
More Revenue
As a cost-effective solution, it spends less and saves more by charging for only what you use and when you use with no significant infrastructure cost
Remote Monitoring
Keep track of agent performance and contact center operations with detailed reports and real-time dashboards
Cloud Contact Center vs. Traditional Infrastructure
Comparing on-premise with cloud-based setup
| On-premise Call Center Setup | Cloud-hosted call center Setup | |
|---|---|---|
| Time to Market | Setting up an on-premise solution takes longer due to hardware purchase | Shorter time to set up. Requires installation of apps and an internet connection |
| Cost | Require upfront costs for hardware, licenses, and onsite servers | Hardware cost reduced as the solution is hosted on the cloud |
| Scalability | Demands more time, effort, and money | Easily done across all setup locations |
| Reliability | Might have more stable technology to help eliminate call lag or lower call quality | High call quality when organizations have strong, reliable internet connections |
| Business Continuity | Time lag due to manual switch over to a different server in case of a disaster | Smoother transition and no lag in case of a disaster |
Cloud Contact Center Features
Auto Dialer
IVR
ACD
Blended Campaigns
Omnichannel Support
Call Center Integrations
CTI Integration
Unified Desktop
Flexible Deployment
Real-time Monitoring
Call Center Reports
Click-to-Call
Voice Logger
Voice Blaster
Single View of Customer
How to Setup your Cloud Contact Center?
STEP 1
Assess your Infrastructure Readiness
STEP 2
Choice of Deployment - Cloud/Hybrid
Deployment with PSTN or VPN-based cloud solution with your preferred cloud partner.
STEP 3
Onboarding and Training
STEP 4
Go live
Your cloud contact center is up and running within 48 hours
Choosing the Best Cloud-based Contact Center
Factors to consider while selecting the Best Cloud Contact Center for your Business
Get Started within Hours
Make the most of your time and be ready to serve your customers in record time. Onboard new agents, supervisors, configure rules and go live in minutes. With minimum infrastructure, setting up a cloud contact center is as easy as installing an application on your mobile phone.
Never Lose Conversation Context
A powerful contact center suite integrates with all the major CRMs, ticketing systems, helpdesk systems, or other third-party applications to allow your virtual agents to have a complete view of the customer journey. These built-in connectors not only make the agents’ lives easier but also eliminates the need for the customer’s to repeat themselves – and in the process improve customer experience and satisfaction.
Omnichannel Customer Engagement
Interact and serve your customers on the communication platform they are most comfortable with. Allow your customers to reach you via phone call, email, WhatsApp, social media, chat, or even find you on Google search/maps and interact on Google’ Business Messages – while offering your agents with a unified view of all these interactions.
Enterprise-grade Security
For any contact center – cloud or on-premise contact center, securing customer data is of utmost importance. Some of the key points to look for in a highly secure cloud contact center are – PCI-DSS Compliance, ISO 27001, and ISO/IEC 27018 Certification. A secure cloud platform ensures data security while adhering to the regulatory and compliance protocols.
Be on Top of your Operations
Overcome the challenges of a dispersed workforce with a cloud-based solution that allows the supervisors to keep track of call center metrics and ensure SLAs. Comprehensive reporting tools combined with live dashboards are just what you are looking for. Monitor agent performance, ensure conversation quality without compromising on agent productivity or customer service experience.
Customer Success Story
“Ameyo helped us improve our TAT from 1 hour to 15 minutes.”
Suresh V. Suryamurthy
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot which is enabling Human Line Conversation. Our customers interact with Ameyo’s VoiceBot by perceiving it as a Liveperson, so they respond in a similar way. Moreover, we can able to achieve a 40% cost saving on operational costs due to automated calls.
Thanks a lot for the Wonderful Product.
Special Thanks to the team for patiently handling our request & delivering beyond expectations.
Kumar Konar
Collection Head
Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique solution
At GAB we have had the pleasure to use the system for about 2 years now. Overall, it has been able to meet the desired expectations that we had as well as improved our quality of service.
Phidelis Mwarenge
Contact Center Team Leader
Metro Edge Technologies increases its productivity by 60%
Ameyo’s Remote Contact Center Solution has helped us increase our productivity by 60%. It is a very effective solution that helps our agents
Kingsley Bennett
CEO
Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution
The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements. The project team worked effortlessly, satisfying all the requirements.
Bilegt Tumurkhuyag
CX Senior Specialist
Unitel embarks on a journey of digital transformation with Ameyo
Since deploying Ameyo solution – IVR interactions increased almost 20%, taking from physical and costly agents to self-service. The way we configure the IVR system is very smooth and drag & drop and doesn’t involve IT & engineers.
Tulga Otgonbayar
Chief Information Officer
Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution
Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution. It provides tremendous data utilization and configuration capabilities that makes it a choice for premium service providers. We are using this solution for our international as well as domestic processes for its shortest response time and amazing dialer capabilities.
Vikram Singh Nathawat
Director and Co-Founder
The Ameyo Advantage
Leader in Customer Experience & Contact Center Solutions
Honorable Mention in Gartner Magic Quadrant for 3 Years
Awarded Frost & Sullivan Asia Pacific CCI Leadership Award
Deloitte Technology Fast 500 ASIA PACIFIC, 2014
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Learn more about Cloud Contact Center Solution
Contact centers have been around for more than a decade and continue to show slow but steady growth.
Remote working, also known as work from home model has gained popularity in the recent times…
As a worldwide concern over COVID-19 (coronavirus) grew, we saw businesses adapting to the new way of working.
