How It Works: The Complete Guide to Cloud Call Centers

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Are you looking to hire a call center for your business, but aren’t sure which type of call center to choose? 

One of the best types of call centers out there is a cloud call center. But, what is a cloud call center? And, why should you work with a cloud call center?

Check out this guide to learn everything you need to know about cloud call centers. 

What is a Cloud Call Center? 

First things first, what exactly is a cloud call center? A cloud call center is a platform that’s accessible through the web and allows your business to handle customer interactions and calls. 

Call centers that are based in the cloud can be accessed from virtually anywhere. This eliminates your need for physical infrastructure, which can lead to reduced operational costs and increased scalability. With a cloud based call center, your business gets quick and easy access to the services and tools it needs to communicate with your clients. 

To use a cloud call center, you need to make sure your space has internet access with sufficient bandwidth. This will ensure that all users can be accommodated comfortably. 

Other Types of Call Centers

Before you opt for a cloud-based call center, it’s important to have an understanding of the other types of call centers available to you. This way, you’ll be able to make an informed decision about which option is right for you. Here are the other types of call centers you have to choose from:

On-Premise Call Center 

An on-premise call center, also known as an onsite call center, is a type of call center in which all of your business’s communication software, hardware, and infrastructure are operated and stored at your place of business. 

With this type of call center, your IT team is responsible for installing, maintaining, and upgrading everything from phone servers to software to headsets. 

Hybrid Hosted Call Center 

With a hybrid hosted call center, your call center’s software is hosted offsite and is either accessed through the intranet or the internet. Hybrid hosted call centers offer a middle ground solution between on-premise call centers and cloud-based call centers. 

While this may sound like the ideal solution, hybrid call centers do come with their drawbacks. Troubleshooting and adjustments require third-party maintenance, and which makes an on-premise solution less flexible. 

Also, you can’t change call routing structures at a moment’s notice, and numbers and users can’t be added as quickly. Combining an onsite and virtual call center can also add security risks and increase your overall expenses. 

The Benefits of Cloud Call Centers 

So, why should you consider a cloud call center for your business? Here are some of the biggest benefits:

Easy Scalability 

One of the biggest benefits of a cloud call center is that it allows for easy scalability. Because your business needs naturally shift over time, you don’t want to be constrained to specific licenses and hardware. 

But, when you build up your contact center with APIs, it’s easy to simply scale up or down without any penalties. Because APIs scale automatically, you can easily connect with your customers in new ways, such as video chat or in-app chat. This gives you better control of your overall customer experience and allows your business to stay competitive. 

And, you can do all of this with little to no telecommunications knowledge. As your contact center changes over time, you can simply adjust in real-time without having to worry about hardware planning or capacity. Plus, because APIs come with a pay-as-you-go model, you can flexibly grow with technology that scales your business. 

Better Customer Experience 

Another benefit of a cloud-based call center is that it allows for an improved customer experience. If you use an inbound call center, there’s a higher risk that you’ll need to place your customers on hold or that your customers will end up trapped in an IVR menu. 

If your customers are frustrated with their call center experience, it can have a direct effect on your bottom line. With a cloud call center, you can easily anticipate your customers’ needs to provide a top-notch customer service experience. 

This type of call center also allows you to collect data from your customers so you can provide them with a tailored calling experience. 

Easily Add Communication Channels 

Cloud call centers also allow you to easily add communication channels. With the growth of technology, customers expect to be able to communicate with businesses in a variety of ways. 

In addition to communicating via telephone, customers also want to communicate via video, live chat, text, email, and social media. The great thing about a cloud-based call center is that it allows you to easily communicate with your customers in all of these ways. 

APIs work like building blocks, which means you can easily add new communication channels to your existing contact center. 

International Reach 

If you have customers across the globe, then a cloud-based call center is an absolute must. With this type of call center, you’re able to skip contract negotiations with each country’s carriers. 

You also get on-demand phone numbers and instant, multi-region connectivity. This means you can provide your customers with a local experience from anywhere in the world. 

Are You Ready to Work With a Cloud Call Center? 

Now that you’ve learned more about cloud call centers, it’s time to decide if they’re the right solution for your business. If the answer is yes, then your next step is to look for reputable a reputable cloud call center for your business. 

The great thing about a cloud call center is that you’re not limited to working with one in your local area, so you have plenty of options available. Be sure to check back in with our blog for more business solutions and tips. 

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