A cloud-based contact center is considered a communication hub that utilizes call center technology hosted in the cloud. It manages all types of inbound and outbound customer calls and communications, comprising voice, email, SMS, social media, and the web. The difference between a call center solution and a cloud call center solution is that the latter operates over the internet, rather than using physical phone lines and servers. The same sort of question also arises between Cloud-Based Call Center Technology vs. Hosted Contact Center Solutions. Here, the latter is more concerned with a physical server, but this is hosted at the provider’s physical location rather than on your premises.
Let’s now proceed ahead, and know a bit more about the Cloud Center Solution & Hosted Call Center Solution.
Cloud Call Center vs. Hosted Call Center
Regarding the Hosted Call Center, you will not require any hardwired equipment. You only need an internet connection and suitable devices. This will hence make it less expensive to keep with an on-premises solution.
There are some similarities between hosted call center technology and Cloud Call Center Solutions technology. Both allow for remote access to the system and make it easy to add new users. However, a hosted call center is not as flexible or cost-effective as a cloud-based call center. This is because it still relies on a physical server and a direct network connection.
How Do Cloud Call Center Solutions Function?
Well, Cloud Call Center Solutions basically function over internet connections by utilizing Voice over Internet Protocol (VoIP) technology. VoIP replaces traditional landlines and enables both voice and multimedia communications.
At the initial level, VoIP works by converting audio or other information into tiny “data packets.” The “data packets” are then transferred over an IP network, which are the networks that connect computers and smartphones. VoIP systems then reassemble the information at the other end so that it makes sense to the recipient.
VoIP doesn’t need telecom hardware, because it allows you to make and receive calls through software on computers, laptops, and smartphones. All you require is an internet connection, a router, and headsets for your team. However, if you prefer physical desk phones, you can implement your existing phones for VoIP or purchase dedicated IP phones.
The advantages of VoIP technology comprise quite great sound clarity, minimal latency, and low-cost phone calls.
Systems predominantly based on VoIP typically offer you advanced features like call forwarding, recording, and caller ID, too. UCaaS solutions that extensively utilize VoIP can also manage messaging and video communications and consolidate with other digital systems and tools respectively.
Let’s now proceed ahead, and learn the benefits of Cloud Call Center Benefits
Benefits of Cloud-Based Call Center Technology
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Cost-Effective
Just as cloud call centers are low maintenance, you will not have to employ a large IT team. Not only this, you’ll also save on upfront hardware costs since cloud solutions execute on a subscription basis. You’ll just have to pay your provider a monthly or yearly fee, paying only for what you utilize.
On the other hand, as compared to a legacy system, you will have to buy hardware and software licenses for additional staff to cover busy periods, which would then go completely unused at quieter times. Effective Cloud Call Center Solutions make it quite easy to add and remove seats whenever you require to. Further, you can easily try out features without a long-term commitment.
So, with no enormous hardware taking up space (and utilizing power), you can easily rent smaller premises. Other cost reductions come in the form of improved productivity and customer retention.
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User-Friendly
Cloud call centers have been specifically designed for fast setup, with no physical installation needed. That means no downtime causing a significant gap in service. In most cases, you just need to sign up with your chosen provider some solutions need you to download an app, while others have a browser-based option. The software is user-friendly, requiring minimal training for agents. On-boarding new hires is fast, and daily tasks can be streamlined. The system is customization to fit your workflow.
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Scalable
Therefore, cloud call centers are highly scalable due to their ability to add or remove users based on workload. You can also introduce additional features or integrate other tools as needed. With a fast setup, you can even establish a new branch of your virtual call center in record time.
A cloud-based system can be accessed from anywhere with an internet connection, allowing you to hire remote staff from anywhere in the world. As your business expands, you can easily take on as many new employees as you need without having to worry about finding additional space for them or providing additional equipment at your physical location.
Let’s now move further, and learn about the future trends in Cloud-Based Call Center Technology
For More Info: How Call Center Software Revolutionizing Customer Service in India
Future Trends of Cloud-Based Call Center Technology
At its core, a call center center is about an agent who can best help a customer. “Help/Assistance” is the keyword, as contact centers often work as the first point of contact and can build loyalty. And ‘asking for assistance’ is the main element in these call center industry trends.
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Trend 1-: Customer experiences will handle profits – and losses, too
In today’s world, it is well known that one needs to be more competitive than ever to keep up with the demands of the day. With rapidly changing tastes and preferences, coupled with shortening attention spans, it can be challenging to keep up with everything. You need to think quickly and make rapid changes to stay ahead.
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Trend 2:-Contact centers will become more adjustable knowledge and support companies
To be honest, contact centers have come a long way from just being a place where operators answered calls and transferred them. Nowadays, contact centers serve customers through various channels like- chat, voice, video, email, social media, and even AI. In a way, they have become more adjustable knowledge and support hubs that offer customers comprehensive solutions to their queries. Shortly, contact centers will continue to evolve and offer even more all-encompassing communication options to customers.
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Trend 3:- AI tools will help humans work smarter
In the future, contact centers will acquire enough assistance from conversational AI. This new-age tech generation has vast language processing capabilities and can already manage frequently asked questions and simple tasks. As AI tools get wiser, they will therefore assist agents to avoid even more repetitive work.
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Trend 4:-Virtual reality (VR) will offer new technique to evolve with users
The expanding world of VR is impacting every industry. Customers can utilize it to try on anything.
From the contact center point of view, VR can conjoin instantaneous support with in-person assistance for complicated issues that need demonstrations, walk-through, and more.
From the information mentioned above, it’s clear that the future of both the Contact Center Solutions, and cloud call center is quite bright and you require a comprehensive solution to assist you to meet it. Making the most of CPaaS will help you expand your communications strategy beyond any single lane. And that will help you know your customers and offer the best omnichannel support, no matter where your customers are.
