Is your call center still running on legacy on premise call center software and technology? Are you not able to add new channels of communication like SMS or Facebook Messenger or instantly update your IVR phone menu? Is your communication technology working against you? Do you feel the pain of your communication systems impediments? If the answer to any of the above questions is yes, then you need to optimize your existing IT ecosystem and migrate to a technology that ensures seamless customer experience by exceeding their expectations.
Today, with the adoption of cloud technology picking up pace, businesses are realizing the potential benefits of switching to cloud based call centers in their particular industry. If you are still maintaining your critical customer data using an on-premise software system, you are missing out and need to replace it with a cloud based call center software. To overcome the lacunae of paralized on-premise solutions, your business needs to take the leap towards a more reliable, cost effective, convenient, and responsive call center provider.
Organisations are choosing cloud based call centers to fulfill their changing business goals. Some of the top few reasons that contribute to the success of cloud call centers include improved profitability, better security, flexibility in business operations, scalability, integrations, real time monitoring, speed of deployment etc. In this blog, we will briefly discuss a few of the reasons to choose cloud call center software for your business. Before moving further, let’s just understand the meaning of cloud call center software.
What is Cloud Call Center Software?
Cloud call center software serves as a central platform that handles all your inbound and outbound telephony operations of your business. Key features include:
- Servers and software hosted in a cloud data center
- Telephony is available over the internet
- Campaign, contact, lead and support workflows are fully integrated with telephony
- The whole stack is browser based and your callers can work from anywhere
These features mean that you don’t worry about mixing and matching various phone systems and CRM systems and manage all this software on-premises. You focus on running your process; from calling, routing, reporting, and measuring call center agent performance, all of it on your web based cloud contact center software.
You can easily install, maintain, upgrade, and integrate it with your favorite business tools. And the best part is that you can do all this in no time and at minimal cost. It offers you more control and visibility to manage your business operations.
A special note – Cloud Call Centers are now evolving into what are known as Cloud Contact Centers.
The main difference between a call center and a contact center is the ability to interact with your customers and prospects via multiple channels on one platform. Channels such as SMS, WhatsApp, Email, Web Tracking, Web Page Posts, Social Media etc.
Top 5 Reasons To Use Cloud Call Center Software
Cloud call center software enables you to scale up or down with fluctuating business needs. This simply means that you can easily add agents without investing heavily on new hardware systems when your demand goes up, and you don’t have wasted hardware resources when demand goes down.
Additionally you can also be scalable as you can have agents work remotely. You do not have to plan office space for peak usage which happens once in a while, you can design for a normal load and allow peak staff to overflow to work from home. Read on to know more about the scalability and business continuity benefits of cloud computing.
Feature Rich and Easy Integrations
Most legacy call center software required a mix and match approach of integrating telephony with CRM’s, ticketing systems, lead management systems and other custom developed software. A Cloud Call Center Solution of today must provide all this functionality within to allow you and your agents to start working from day one without struggling with having to find all these in different solutions. The Cloud Call Center must have great telephony and great features so that you can make it work for your business in your way, rather than having to bend to the workflows that are built into the system.
When the feature set of the Cloud Call Center doesn’t quite match your needs, it should expose APIs and pre-set integrations so that you can reduce data exchange and data discrepancy issues. This way, your call center agents will be able to have more meaningful and quality customer interactions, and enable managers to monitor agent performance which in turn will lead to high productivity levels.
Remote Agents Work Better with Remote Monitoring
With cloud call center software, you can work from anywhere, and at any time. The flexibility of working remotely comes along with cloud call center software. They not only allow call center agents to work from remote locations but also enable supervisors to track performance and monitor overall business operations. When you use cloud call center software, your call center managers are able to:
- Live monitor agents that are logged in, on call or on break
- Listen, whisper or barge into live calls so you can ensure that agents are sending the right messages with the right tone
- Track performance of agents with great reports that show exactly what they did in detail and in summary. These reports should allow you to listen to call recordings for historical purposes
- Track queues and capacity of agents against the workload of queues for inbound calls
Enable Omni-Channel Communication
If you are considering investing in a cloud call center software, opt for the one that has provision for adding communication channels. Doing this will allow you to offer a preferred communication channel to your customer. For instance, initially you may start with call, email, and chat but later might feel the need of adding other social platforms like Whatsapp, Twitter, Facebook and Google’s business messages, and Facebook to meet your growing customer’s communication needs. Therefore, it’s always a good idea to buy an omnichannel software that strengthens your communication relationships with your customers.
Quick Updates & Faster Implementation
Legacy call center software takes time to implement and deploy as it is installed on the local server. Staying abreast with the latest upgrades and innovations is difficult and expensive too. On the other hand, setting up cloud-based call center solutions is much faster as you can access the software online. It means you can get your call center up and running quickly, and your call center agents can make calls and have conversations across diverse digital platforms. You can make this implementation process smooth by taking the help of vendors that sell cloud-based call center software. They offer implementation services that will make implementation simplified and pain-free for you.
The Bottom Line
Cloud based call center solutions add convenience, operational efficiency, and great functionality to your call center business. With the best of breed software powered by cloud technology, you can easily drive up the efficiency of all operations at your call center.
In order to stay abreast with the technological advancement in communication channels, you need to embrace the power of cloud call center solutions to not only cater to your customer’s present needs but meeting their future requirements as well.