Cloud Contact Centers

More and more businesses are turning to cloud communications solutions for greater flexibility and efficiency. With the potential for improved operational efficiency, lower implementation and operation costs as well as greater scalability, cloud contact centers are an ideal choice for business owners who are looking to create the best experience possible for both customers and employees.

What is a cloud contact center?

A cloud contact center consists of cloud-delivered tools, apps, and services for organizations that require multiple channels of communications and want to take their call centers to the next level. Also called Contact Center as a Service (CCaaS) solutions, these offerings provide multi-channel or omni-channel options such as fax, SMS, instant messaging (IM), web chats and email. Centralized controls allow you to get an accurate representation of agent activity.

In addition, businesses can integrate other applications such as CRM platforms to provide screen-pops to the agents and enable personalized service.

What are the benefits of a cloud contact center?

• Greater versatility for agents. Cloud contact center solutions offer on-demand data and processing capabilities, allowing brands to employee agents from anywhere in the world and provide 24/7 service to its customers. Cloud solutions enhance remote work capabilities and allow agents to collaborate even if they work in different calling center facilities.
• Agent efficiency. Workforce management tools in cloud-based solutions allow agents to handle customer data and requests across a variety of channels and with greater precision and accuracy.
• Scalability. in the event of an influx of callers, cloud contact center solutions are easily adaptable and scalable - meaning that more agents can be employed as needed to keep up with growing demand.
• Multi-channel integration. With multi-communication channel integrations, agents can connect with customers or clients by phone, email or instant messaging, and maintain accurate records of all interactions.
• Advanced call routing. Compared to more traditional contact center solutions, cloud-based contact center solutions often come equipped with advanced call-routing features to ensure that customers and clients speak with the right agent, in the right department, with the lowest wait times possible.
• Lower operational costs. Cloud solutions tend to reduce costs as they are much more affordable to install and implement compared to on-premise solutions. Cloud solutions can also be upgraded at a lower cost and in less time.
• Security. Cloud solutions typically offer stronger cybersecurity and disaster recovery functions than on-premise solutions. When outages occur, on-premise solutions are often not well equipped to handle them, and business workflow and data can be severely impacted.
• Better overall customer experiences. The greater efficiency and scalability of cloud contact centers ultimately contribute to create an overall superior customer experience (CX).

What types of contact centers are on the market?

• On-premise. All software and hardware required to maintain and operate a call center are located directly on the business's property. Businesses that use on-premise systems usually employ specialized IT personnel who are responsible for configuring, upgrading, and maintaining the contact center.
• Cloud contact center or CCaaS. All contact center software functionality is accessible through the internet – meaning end users can leverage the solution from any location.
• Hybrid design. A hybrid approach to contact centers combine existing on-premise infrastructure with cloud functionality - allowing businesses to maintain some of their infrastructure while still being able to take advantage of some of the benefits of going to the cloud.

Converged Systems provides a full range of cloud solutions - including on-premise, hybrid, private, and public - to meet your application, telephony, and Infrastructure as a Service (IaaS) needs. Moving to the cloud can be tricky without proper planning. Our experts can assist you with designing and selecting a cloud call center solution based on your business needs, projected growth, performance metrics, and use case. We'll then help you carry out a phased migration, using strategies to minimize disruption during the move. Learn more about CCS cloud offerings. For more information about the range of solutions we offer, contact us today at CloudSolutions@convergedsystems.com or 877-598-3999.