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Cloud Contact Center Platform: What Is It & How Does It Work? 

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Cloud Contact Center Platform

Cloud contact centers have been immensely beneficial for businesses these days. From increased productivity 📈 to decreased costs 📉, they have changed how companies deal with their customers. 

Cloud contact centers allow businesses to leverage advanced technology to boost customer satisfaction and drive business growth. Because of its growing popularity, the cloud-based contact center is projected to reach USD $54.7 billion by 2027

In this blog, we’ll discuss a cloud contact center, how it works, its features and benefits, and how it differs from cloud call centers. 

Let’s begin👇

🔑 KEY HIGHLIGHTS

  • A cloud contact center is a web-based customer service solution that utilizes cloud computing and does not require on-site hardware or software.
  • Cloud contact center platform works using the Internet, not physical servers and machines. 
  • Cloud vs. on-premise contact centers differ in terms of infrastructure, costs, scalability, integrations, mobility, and maintenance.
  • Increased flexibility, scalability, lower expenses, efficiency, security, and better customer experiences are some of the benefits of a cloud contact center.

What is A Cloud Contact Center Platform?

A cloud contact center is a web-based customer service solution that utilizes cloud computing and does not require on-site hardware or software. It enables remote contact center agents to manage all incoming and outgoing customer interactions across different mediums, such as phone calls, web, emails, chats, Facebook, WhatsApp, etc.

The cloud contact center provides multiple functionalities for organizations to address client communication issues. For example, it allows contact through multiple channels, sophisticated call routing, agent monitoring, and data analysis. 

Cloud contact centers serve as a virtual hub accessible on the Internet, giving organizations centralized control over customer interactions across various messaging platforms.

How Does a Cloud Contact Center Platform Work?

Cloud contact center platform works using the Internet, not physical servers and machines. This saves upfront costs for hardware and means the business doesn’t have to take care of telecom networks.

Instead of old telephone systems, cloud contact centers use Voice over Internet Protocol (VoIP) technology and other cloud-based technologies. VoIP turns voice into digital data, compresses it, and sends it over the web like packaging sounds into an online parcel. 

A provider sets up the call between you and other participants. When the data gets to the receiver, it unpacks and turns into sound you can hear on phones or speakers. So, VoIP lets workers make calls utilizing the web rather than physical phone lines.

💡 You May Also Like: Why You Need the Right VoIP Solution for Your Contact Center

Cloud Contact Centers Vs On-Premises Contact Centers

Cloud Contact Centers Vs On-Premises Contact Centers

Many businesses have switched to cloud contact centers in recent years. Let’s look at some of the main differences between cloud and on-premises contact centers. 

CriteriaCloud Contact CentersOn-Premises Contact Centers
InfrastructureAll communication infrastructure is hosted in the cloud using virtualized servers, storage, and network resources provided by a cloud service provider.All communication infrastructure resides on-site, requiring physical hardware and software installation.
Upfront CostsReduced upfront capital costs as no physical hardware needs to be purchased and maintained.Higher upfront costs are associated with purchasing, installing, and maintaining physical servers and equipment on-site.
ScalabilityEasily scalable based on business needs – agents can be increased or decreased quickly and affordably.More difficult to scale resources up or down based on business needs due to reliance on physical infrastructure.
IntegrationSeamless integration with various business applications like CRM systems through cloud APIs.Integration with 3rd party applications requires on-premise software installation and configuration.
MobilityAgents can access contact center systems remotely from any device with an internet connection.Agents require the use of on-site resources, limiting remote work flexibility.
MaintenanceMinimal on-site maintenance and upgrades are handled by cloud provider.Ongoing on-site maintenance, troubleshooting, and software upgrades are handled by an in-house IT team.

Cloud Contact Center Vs Cloud Call Center

People often interpret the terms cloud contact center and cloud call center as the same. But while they both help customers; they are not exactly the same

Call centers only deal with calls on the phone. In sharp contrast, contact centers help customers in different ways besides just calls, such as support through email, online chats with agents, self-help articles, etc. Let’s look at some of the key differences:

CriteriaCloud Contact CenterCloud Call Center
Channels SupportedOmni-channel – supports multiple digital channels like voice, email, chat, SMS, social media, etc.Supports only voice/telephone channels.
Customer Experience FocusFocuses on smooth customer experience across all preferred channels.Only focuses on telephone experience without integration of other channels.
Agent ToolsProvides agents with tools like screen popups, click-to-call, CRM integration for a unified view, etc. to support multiple channels.Limits agents to just telephone functions without additional tools for other channels.
Self-Service OptionsOffers self-help options like IVR, knowledgebase, and chatbots for resolving queries without an agent.Phone menu/IVR is the only self-service option without the integration of additional channels.
ScalabilityEasily scales up or down agents for individual channels and omnichannel support based on demand.Scaling is limited only to telephone agents without the flexibility to add other channel agents.
👍 You May Also Like: Cloud Vs Hosted Contact Center

Features of A Cloud Contact Center Platform

Cloud contact center is preferred by businesses all over the world due to the many features it provides, such as: 

Integrations

Integrations are also an important part of cloud contact centers. Integrations mean the contact center tools easily connect with other programs businesses use daily. Things like CRM systems to track customers, ticket systems to manage issues, or other tools that agents need. 

Cloud contact centers simplify these integrations with plugins that connect all the programs with just a click. This is good because it means everyone, like agents and managers, can see all the latest customer information without switching between different systems. Simple integrations result in better service since workers have everything, they need united in one place.

Remote Monitoring in Real-Time

Even though agents can work remotely from home or wherever, managers still need to monitor what’s happening. Moreover, A big plus of cloud contact centers is that they allow supervisors to monitor agents in real-time, even when everyone is in different places. 

The cloud setup means managers can check how calls are going, how efficiently workers are solving problems, and how teams are performing overall—right from their own devices, no matter where they happen to be. Real-time remote monitoring is useful because it lets managers oversee operations and ensure good customer service while giving agents the freedom to work flexibly outside the traditional office. 

Omnichannel Communication

Nowadays, customers want to ask questions through different channels. An important cloud contact center feature is supporting different communication channels like phone, email, texting, and social media all in one place. This is called omnichannel. It allows customers to switch between channels, like starting on the phone and following up with an email later. 

Omnichannel is beneficial because customers get consistently excellent service no matter how they contact us. It also helps agents solve issues faster by giving them a full picture of the customer’s needs and past interactions.

Analytics And Reporting

A cloud contact center provides many tools to check important numbers and stats. This feature is called analytics and reporting. Managers can use it to analyze things like how many calls came in each day, how long customers waited on hold, and how efficient agents were at solving issues. 

The contact center analytics also show customers’ popular questions or which agents handled requests fastest. Gathering these numbers helps companies understand what’s working well and what needs improvement. It helps them spot trends and make changes as required to improve the customer experience. Agents can also check their own performance stats.

Team Collaboration

A cloud contact center makes it easy for remote employees to stay linked and work together well. It has useful tools that let agents get fast help from coworkers when needed. For example, the chat feature allows agents to message each other right away from their own computers.

Other cooperation tools may include sharing files or message boards that everyone can see. Working as a team, even remotely, is beneficial. Agents can help each other solve customer problems smoothly. Customers will get quick, reliable service no matter which agent assists them.

Benefits of a Cloud Contact Center Platform 

A cloud contact center platform can benefit your business in various ways, such as:

Increased Agent Versatility

Cloud solutions are quick and simple to establish and use immediately. They also allow for greater agent versatility. The solution delivers data and processing power whenever needed, letting companies hire agents from nearly anywhere globally to offer 24/7 customer support. 

Hosted solutions enable agents across multiple contact centers or other places to collaborate productively, giving businesses extra adaptability and peak performance.

Improved Scalability

The on-demand nature of cloud solutions enables true flexibility for companies as required. For example, when contact centers get more cases than normal (like during busy holiday seasons), extra agents can be hired as needed to match the demand, permitting unlimited scalability. 

With a cloud contact center, scaling up or down is simply a matter of provisioning more/fewer resources, avoiding expensive overhead costs.

Lowered Expenses

Cloud solutions are very cost-effective since they greatly decrease the initial costs that on-site solutions usually need. Hosted cloud options can be cheaply improved, letting contact centers join platforms and cut prices by using a pay-only-for-what-you-use model and trying out the solution first with a free demo. 

With no large upfront hardware investments or license fees required, smaller businesses that may not have had access to robust contact center platforms before can now benefit from the financial flexibility of the cloud model.

Increased Agent Efficiency

Besides having more flexible working situations, agents are much more productive using a cloud solution. An intuitive interface gives them the power to manage customer information across multiple channels and helps them solve cases more precisely. 

Features like ACD (Automatic Call Distribution), IVR (Interactive Voice Response), and prioritized callbacks save agents time, too. Effective routing also matches customers with the most qualified agents for the best customer experience.

Enhanced Security

Cloud solutions provide the huge advantage of enhanced security. For example, hybrid cloud solutions allow companies to safeguard sensitive data in a private cloud while storing less sensitive data in a public cloud at a lower cost. 

Cloud providers also regularly implement security updates and patches to help protect customer data and network integrity.

Better Customer Experiences

When companies can employ skilled agents worldwide 24/7 who work efficiently, better customer experiences result naturally. Customers will notice and appreciate the efficiency of a business that handles their cases easily and saves time.

With increased efficiency, security, and scalability, there is huge potential for offering the greatest possible customer experience.

Unlock The Potential with KrispCall: A Leading Cloud Contact Center Platform in The Market

The contact center market is competitive, with numerous options available. Businesses must think carefully when choosing which one to buy. The right cloud contact center solution can truly elevate customers’ perceptions of your company. 

In this regard, KrispCall is the leading cloud contact center platform. KrispCall’s cloud contact center software can immensely benefit your business, allowing you to initiate calls, send emails, and more all in one easy system. 

You can connect to KrispCall from anywhere using just the internet. This means your customer service team can work from home if needed. Plus, KrispCall makes it affordable since you only pay for what you use each month rather than buying expensive equipment.

Therefore, schedule a demo today to see how KrispCall can help transform your cloud telephony. 

🔍 Also Read: Why Every Contact Center Should Implement a CRM System

Conclusion

A cloud contact center is undoubtedly a valuable service for businesses in today’s fast-paced world. Customers have little to no patience; meanwhile, companies must keep up with their clients’ pace to satisfy their demands and queries. 

With a cloud contact center, that is no longer a hindrance. Businesses can shift from on-premises to cloud contact centers and operate at 2x the speed they have been operating. Not only does migrating to the cloud provide efficiency, but it is also very cost-effective. 

This means that whether you run a small-scale or a large-scale business, you can most definitely benefit from a cloud contact center. With advanced features and smooth scalability, cloud contact centers help businesses engage with customers effectively across different channels.

FAQ

How Much Does a Cloud Contact Center Cost?

A cloud contact center can cost between $15 and $250 per month per person. The monthly fees depend on the number of features included, the number of customer service agents using it, and additional customizations.

What is the Difference Between Cloud Contact Center and Hosted Contact Center?

The difference between a cloud contact center and a hosted contact center are:

Cloud Contact CenterHosted Contact Center
A cloud contact center is a customer service software solution that takes it further by utilizing cloud computing technology instead of being based on-site.A hosted contact center refers to a customer service software solution run and maintained by an outside company rather than within your business.
Everything runs virtually through servers and the Internet instead of concrete machines.With this type of setup, all the technology for powering things like call routing, reporting, analytics, and agent tools is hosted at the provider’s location instead of on-site. 
Agents access the system entirely over the web without needing any local network setup.The third-party vendor installs, operates, and updates the entire system on your behalf at their facility rather than needing equipment at your office.
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Dinesh Silwal

Dinesh Silwal is the Co-Founder and Co-CEO of KrispCall. For the past few years, he has been advancing and innovating in the cloud telephony industry, using AI to enhance and improve telephony solutions, and driving KrispCall to the forefront of the field.

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