What is a cloud based call center? - NICE

Sep. 30, 2024

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What is a cloud based call center? - NICE

What is a cloud based call center?

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Customer service is a defining factor in the customer experience, influencing everything from a customer&#;s purchasing decisions to their brand loyalty. You can&#;t provide top-notch customer service without a simple, reliable way for customers to communicate with you. That&#;s where a cloud-based call center comes in.

You&#;re probably familiar with a traditional contact center setup, with a call distributor that disperses calls to agents, who answer them from their cubicles in a massive call center. The modern call center, however, is so much more than that, and it looks a lot different, too.

Here, we&#;ll explain what a cloud-based call center is and explore the benefits of call center software for businesses and customers. You&#;ll discover how a virtual customer service solution can help you reduce costs and increase reliability while providing better service to your customers at every turn. By the end of this article, you&#;ll have a better idea of whether a cloud-based contact center solution is the right fit for your organization and know where to go for more information.

Defining Cloud Software for Call Centers

A cloud-based call center, also called a cloud call center, is a web-based software platform for handling a company&#;s inbound and outbound communications. Since it&#;s based in the cloud, there&#;s no need for a physical location to house the cloud call center technology. This also means it can be accessed from anywhere, anytime, which gives you the flexibility to employ remote agents all over the world and scale your workforce to meet demand on an as-needed basis.

A cloud-based contact center is built around the core technologies of the automatic call distributor (ACD) and the interactive voice response (IVR) system, but it&#;s not limited to voice calls. It can manage a wide range of communication channels, including , SMS, live chat, and social media. It also has built-in workforce optimization capabilities to help you manage staffing, as well as reporting tools that allow you to pinpoint your most profitable opportunities for growth.

Unlike legacy contact center software, which agents access from their desk in an onsite location, cloud-based contact center software is accessible anywhere there&#;s an internet connection. An all-in-one dashboard brings together every application agents need to do their jobs so they can provide seamless service across channels, even switching between them when necessary. Armed with the right information at the right time, agents are empowered to reach resolutions faster and provide more personalized service, which pleases customers.

Replacing legacy call center technology with cloud-based call center software has the potential to dramatically reduce your costs, increase your service capacity, improve your service levels, and boost your customer satisfaction ratings. Plus, easily accessible up-to-the-minute reports give you a new perspective on your performance so you can constantly be improving.

The Benefits of Cloud Technology for Call Centers

Adopting a cloud call center can have a far-reaching impact on your ability to meet customers&#; needs, scale your service capacity and protect your business as it grows. Here are a few key benefits of cloud-based contact center software.

Improve the customer experience

Thanks to automation, the data agents need is displayed in front of them automatically with every call, with no need to toggle between multiple applications looking for it (and making the customer wait in the process). AI capabilities like sentiment analysis and speech analytics guide agents with the next best steps for each individual, empowering them to deliver the level of personalization savvy customers crave. Convenient self-service tools like intelligent IVR allow customers to quickly self-resolve simple issues, boosting satisfaction.

Add communication channels easily

If your current call center platform is limited strictly to voice interactions, you might not be ready to jump straight into offering support on channels like SMS and live chat. With a cloud contact center, it&#;s easy to &#;turn on&#; additional channels as demand grows and readiness allows, without making hefty changes to infrastructure.

Cloud-based call center solutions with ease

With legacy contact center platforms, making updates is a time- and labor-intensive process, one that often requires enlisting the skills of costly specialists. This isn&#;t the case with a cloud-based CCaaS. Its cloud-based nature means new functionality can be deployed rapidly without huge overhead costs. What&#;s more, it can be improved upon often to meet your changing needs as your organization evolves.

Achieve global reach through call center cloud services

With a contact center solution that&#;s housed in the cloud, agents aren&#;t bound by the confines of geography. A remote team can work from anywhere, collaborating across time zones and international borders. This gives you the freedom to have representatives all over the world, helping you respond to customers around the clock and in more languages. It&#;s easy to scale your workforce teams to meet the ebb and flow of customer demand.

Increase reliability

Eighty-two percent of contact center decision-makers rank system uptime as &#;important&#; or &#;very important,&#; second only to customer experience in terms of value. If your system crashes during a period of peak call volume, it could quickly spell disaster for your brand reputation. That&#;s why uptime is so paramount. A cloud contact center can help you reach best-in-class uptime of 99.99% or more, which means you&#;ll always be available when customers need you.

Essential features of a cloud-based call center software

There are many features of cloud based call center software. These table stakes features can include:

Call routing

Routes calls to the appropriate contact center agent.

Automatic call distribution

Helps businesses distribute calls evenly among contact center agents.

Caller ID

Identifies the caller and their contact information.

Reporting and analytics

Allows businesses to track the performance of their contact center with data analytics and insights.

Integration with other software

Integrates contact center solution with other software, such as customer relationship management (CRM) software.

Speech analytics

Technology that analyzes calls between customers and call center agents.

Omnichannel capabilities as well as campaign performance analytics and workforce optimization are also essential features. An omnichannel contact center strategy enables a company to interact with their customers through multiple channels, such as , , chat, and social media. This type of strategy is important because it lets businesses meet their customers where they are. In order for a contact center to have omnichannel capabilities, it must be able to integrate with other software so that all customer interactions are in one place. This way, businesses can provide a consistent experience to their customers no matter what channel they are using.

How cloud contact center systems improve agent onboarding and performance

In today&#;s highly competitive business environment, organizations are investing heavily in advanced contact center systems to streamline their customer support operations. Among the myriad of benefits, these cloud-based solutions offer an unmatched potential to improve agent onboarding and performance. By leveraging state-of-the-art technologies such as artificial intelligence, machine learning, and real-time analytics, cloud contact center systems have redefined the way support teams function, leading to increased proficiency, better customer experience, and ultimately, business growth.

Cloud contact center systems offer a rich set of features that simplify the agent onboarding process, drastically reducing the time and effort required to familiarize new team members with complex processes and protocols. Simultaneously, these systems provide personalized learning pathways, ensuring every agent is well-equipped with the necessary knowledge and skills to perform their duties effectively. Furthermore, the integration of performance monitoring and coaching tools within these systems enables supervisors to track key performance indicators (KPIs), provide prompt feedback, and implement data-driven strategies to uplift team productivity. As a result, businesses utilizing cloud contact center systems witness a significant reduction in agent attrition rates, lower overhead costs, and enhanced customer satisfaction levels &#; essential factors for achieving long-lasting success in the digital era.

Pros and cons of hosted call center solutions

Hosted call center solutions, also known as cloud-based call centers, are rapidly gaining traction in the business world due to their numerous advantages over traditional on-premise call center setups. One of the most significant benefits of leveraging hosted call center solutions is the cost-effectiveness of the technology. Businesses that utilize cloud-based call centers have reported substantial savings, as they are not required to invest in expensive infrastructure, such as servers, telephony systems, and database management software. Moreover, cloud-based solutions often operate on a subscription-based pricing model, meaning that businesses only pay for the services and features they use &#; resulting in tailored, cost-efficient packages that cater to a diverse array of budgetary requirements.

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However, while hosted call center solutions offer many exciting advantages, they are not without their drawbacks. One enduring concern of many organizations is the data security of cloud-based systems. Sensitive information entrusted to third-party providers can be at risk of data breaches or unauthorized access, which may compromise not only customer data but also the reputation of the company as a whole. Additionally, hosted call centers rely heavily on a stable internet connection &#; of which performance problems or outages can profoundly impact the operations of the call center, potentially leading to customer dissatisfaction and lost revenue. It&#;s essential for businesses considering the implementation of hosted call center solutions to weigh the pros and cons carefully, ensuring that their choice aligns with their specific needs and strategic goals.

Transitioning to a cloud-based platform from a hosted platform

A cloud transition strategy is a high-level plan a business creates for adopting or moving existing on-premises or hosted systems and the data they house into the cloud.

There are few components that define a successful transition from a hosted platform to cloud-based one:

Re-hosting

Sometimes referred to as &#;lift and shift,&#; re-hosting entails redeploying systems and workflows to a cloud-based hardware environment and making the appropriate changes to the cloud application&#;s configuration.

Re-platforming

This refers to the data migration from one platform to another.

Repurchasing

This entails the selection of a new provider and the &#;sunsetting&#;of a legacy software.

Refactoring/Re-architecting

This entails defining the features, capabilities, and use cases the platform is intended to solve and designing a solution to meet these business needs.

Retiring

This refers to the general maintenance and upkeep of the new platform.

What industries use cloud call center solutions?

Any industry that has a need to regularly communicate with customers can use cloud call center solutions. Any time you contact a business to resolve an issue or get help with a problem. You are contacting their call center.

The financial services industry uses cloud call center solutions to provide customer support, conduct account recovery management, and even handle internal matters like IT.

Other industries like retail, hospitality, and teleservices utilize cloud call center solutions to orchestrate outbound campaigns, field order inquiries, and much more.

Industry use cases for cloud software for call centers

Here are 5 industry use cases for cloud software for call centers:

Scalable customer support services:

Cloud software for call centers enables organizations to provide customer support services that are highly scalable and adaptable to their evolving needs. With the advent of cloud technology, organizations no longer need to invest in costly on-premise infrastructure. Instead, they can easily scale computing resources and integrate the necessary tools and applications to meet increasing demand or to launch new support channels. This flexibility leads to reduced overall operational costs as businesses can more effectively allocate resources in line with their customer support needs.

Real-time analytics and reporting:

Cloud-based call center software provides businesses with insights into various facets of their customer service performance. Real-time data analytics and reporting help organizations monitor key performance indicators (KPIs), such as average waiting times, first contact resolution rates, and agent productivity levels. These metrics enable businesses to pinpoint areas for improvement, measure the success of implemented changes, and make informed strategic decisions that ultimately enhance the customer experience.

Enhanced workforce management:

Cloud software for call centers plays a crucial role in streamlining workforce management, ensuring that agents are equipped with the appropriate tools and resources to effectively handle customer queries. Features such as skills-based routing and automatic call distribution ensure that customer interactions are directed to the appropriate agents, allowing businesses to harness the potential of their workforce optimally. Additionally, workforce management tools within call center software enable supervisors to create automated agent schedules, monitor agent performance in real-time, and identify training opportunities, ultimately leading to increased agent performance and customer satisfaction.

Remote work and virtual call centers:

The rise of cloud-based call center software has given birth to the concept of virtual call centers, empowering organizations to build a geographically distributed workforce. Virtual call centers enable businesses to recruit and employ agents regardless of their physical location, allowing them access to a larger talent pool and reduced overhead expenses. This distributed workforce model presents numerous benefits, including increased agent flexibility, cost reductions in physical infrastructure, and the ability to offer 24/7 customer support services. Furthermore, cloud-based call center software ensures that remote agents are provided with the same tools, applications, and security protocols as on-premise staff.

Seamless integration with third-party applications:

Cloud-based call center software enables businesses to seamlessly integrate a wide range of third-party applications and tools, such as customer relationship management (CRM) software, social media platforms, and customer messaging services. These integrations allow organizations to gain a holistic understanding of their customers&#; needs and preferences, enable seamless communication across various channels, and enhance overall operational efficiency. By connecting multiple business tools and aggregating customer data, cloud call center software can significantly streamline the support process, leading to increased agent performance, improved customer satisfaction levels, and reduced resolution times.

Cloud Solutions to Quickly Recover from Disasters and Ensure Business Continuity

The constraints of typical onsite call centers make them incredibly vulnerable to disasters. If a storm takes out power to the area where a physical call center is located, for example, it could be offline for hours or even weeks. Hardware could be destroyed, leaving you on the hook for hefty replacement costs.

A cloud call center is constructed in a way that&#;s inherently protected from these threats. Geographic redundancy ensures that if one service center is taken offline, the others can step in to fill the gap. Because employees can access the network from anywhere with an internet connection, they can easily work from home-based laptops or even smartphones in the event of a disaster that hits the company&#;s premises.

Tips for choosing the best call center platform vendor

Choosing the best call center platform vendor is crucial for businesses looking to enhance their customer support efficiency and streamline their operations. With the growing competition in the market, it becomes imperative to select a vendor that offers a comprehensive call center platform with robust features and functionalities. As a business, investing in a dependable call center solution ensures seamless communication with customers, increased agent productivity, and an overall improvement in the company&#;s bottom line.

When searching for the perfect call center platform vendor, there are several key factors to consider. The chosen vendor should have an established reputation in the industry, along with a track record of exceptional customer service and technical support. Moreover, the vendor&#;s platform must offer scalability and flexibility, allowing businesses to adjust and adapt to changing market demands and growth with ease. To further enhance the functionality of your call center software, prioritize vendors that provide seamless integration capabilities with existing systems and offer cutting-edge features such as AI-powered chatbots or omnichannel communication support. By narrowing down the selection to reputed, innovative call center platform vendors, businesses can optimize their customer support infrastructure and achieve success in today&#;s competitive landscape.

Security advantages of a cloud contact center platform

A cloud contact center platform provides a multitude of security advantages, ensuring that businesses can effortlessly manage their customer interactions while maintaining the highest levels of data protection. As more organizations adopt this innovative technology, it&#;s essential to understand how these platforms strengthen overall security and safeguard sensitive information. Implementing a state-of-the-art contact center platform not only streamlines communication processes but also bolsters safety measures to prevent data breaches, unauthorized access, and other potential threats.

One of the most significant security benefits of a cloud contact center platform lies in its centralized and secure data storage capabilities. Unlike traditional on-premise solutions, a cloud-based system encrypts data and stores it in highly secure data centers managed by trusted cloud service providers. These providers continuously update their security protocols and adhere to stringent compliance standards, such as GDPR and HIPAA, ensuring that your customer information is safe from cyberattacks and data leaks. Furthermore, robust access control mechanisms built into the cloud contact center platform prevent unauthorized access to critical systems and data at all times. With automatic updates and patches, the contact center platform remains up to date with the latest security measures, providing businesses with the confidence that their customer interactions and valuable data are protected against potential security risks.

Improving workflows with cloud call center agent software

Cloud call center agent software is revolutionizing the way contact centers are managing their workflows. By leveraging cloud-based technology, contact centers are able to quickly and securely transfer customer data between agents and customers without the time-consuming setup process of traditional on-premises solutions. The software allows for the easy integration of multiple communication channels, including and internet chat, meaning that customers can reach out to agents in a matter of seconds by using their preferred medium. Additionally, cloud call center agent software makes it easier for customer service managers to monitor agent performance, enabling them to quickly identify areas that need improvement and reinforce best practices among their staff.

The use of cloud call center agent software also provides contact centers with greater levels of scalability and flexibility. As customer needs change or new services are added, contact centers can quickly scale up or down their workforce accordingly without having to invest in additional hardware or infrastructure. This saves valuable time and money while simultaneously improving efficiency by allowing agents to focus on servicing customers instead of worrying about technical issues. Furthermore, cloud call center software makes it easier for agents to access customer information from anywhere across the globe &#; even if they&#;re not physically present at the contact center. This improves workflow in a variety of ways as agents will be able to provide more timely responses while reducing wait times for customers who are seeking answers immediately.

Cloud Call Center F.A.Q.s

What is a Cloud Based Call Center?

Curious about the advantages of a cloud-based call center solution?

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A Cloud Call Center: What They Are and How They Work

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