What is a Cloud-based Call Center?

2020-06-20


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A Cloud-based call center is a web-accessible platform for handling customer calls and interactions. Call centers based in the cloud can be accessed from virtually anywhere, eliminating the requirement for a physical infrastructure, which is able to reduce operational costs and increase scalability to support evolving customer experience strategies.

 

                              Difference between On-premise and Cloud Call Center

Points

         On-premise Call Center

                  Cloud Call Center

Definition

This configuration means the call center’s communication hardware, software, and infrastructure are all stored and operated within your place of business. The dedicated communication servers can take different forms, like IP PBX or  PBX.

Cloud-based call center solutions are, unsurprisingly, hosted offsite in the cloud by a  service provider. The software is installed on a user’s desktop or laptop.

capital

Require high capital expense costs. I need to buy any hardware. It also need rack space, power, cooling, etc.

Require low capital expense costs. Initially just need a computer and IP connection to start out the Cloud Call Center

IT staff

Need a highly skilled IT department

IT department is lean

Work

environment

The workforce is centrally located with only some who are at remote locations.

The workforce is spread throughout or across an outsized geographical area

Installation fees

Require high installation costs. Hardware needs to be installed and needs to pay additional fees to staff/contractors

Low installation costs. Little to no needs installing

 

 

11 ways Cloud Call Center software Solutions can help your business:

1. Flexibilily: It gives the agents the chance to be present in the job at all the times, from all the places. The cloud-based call center solution breaks the technological barriers and the firm operates as it wants, from the place of their choice. The firm can promptly scale-to-need in a competent way in order to meet the shifting needs of production. This also helps in retaining the staff if they shift from the place where the office is located.

 

2. No hardware required:  The cloud based call center solutions do not require a big infrastructural set- up.  It just needs software that is uploaded to the cloud. All the information and the data are stored in the cloud.

3. Virtual Workforce: The Cloud call Center software allows the company to hire employees who can work at home. They can access the files through the device of their choice and, so, are available ‘on the go’ for all types of business functions. There is no added financial burden on the employers as there are no infrastructural constraints except for the device with the installed program.With a cloud based call center solution, part-time agents can be employed.

4. Choice to work on own device: As the Call center Software Solution is stored on the cloud, it can be used on any device, even outside the office premises.

5. Accessibility: The cloud based call center solution allows the employees to recover the data wherever and whenever they need.  All the files are stored in a central location and can be easily checked by the agents.  This opens up work from home models

6. Reduce Capital expenditure: The Cloud based Call Center Software does not require any extra hardware purchase and is more suitable and chosen by small scale industries and start-ups It also reduces management costs, IT staff, data storage and bandwidth connectivity.

7. Scalability: The outbound calling solution allows the businesses to raise the cloud computing capacity when a lot of calling is done. It also permits the firm to scale down to appropriate levels when required. Thus, it gives the business a chance to shrink or stretch as per the varying needs and times, without much financial pressure.

8. Deployment time: The cloud solution has less deployment time and can easily be set-up in a matter of a few hours.  They are not only faster but are also simpler to manage.The time for installation also depends on the level of difficulty of the application. Not only is the set-up time reduced, but the resources required to install are also limited.

9. Economical: The infrastructural and space costs are reduced. An additional expenditure of hiring and making room for the employees is also reduced because of the virtual workforce feature.

10. Competitiveness: With the benefits of the Cloud call center software, smaller companies can hold their business activities in a more economical and cost-efficient manner. Therefore, even they can utilize the features of the program for their own advantage. This gives them a competitive edge and allows them to function at a level on par with the large-scale industries.

11. Call Monitoring: The web-based program allows intelligent monitoring facilities and includes features like call recording, live results and help managers avoid falling into the robotic and restrictive routine.  This also helps in building the morale of the workers.

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