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What is a Cloud Contact Center?

A Cloud Contact Center is a technology platform that hosts all the tools and services required to run an enterprise-level contact center in the cloud.

Cloud contact centers enable omnichannel and multichannel interactions through voice, email, SMS, and chat apps – from virtually anywhere – on the channels your customers use. 

Cloud contact center software functionality is hosted on an internet server (rather than on-premise hardware) and enables businesses and enterprises to manage their inbound and outbound customer communications effectively and efficiently. 

These cloud solutions can offer a scalable, globally connected omnichannel experience, unlike legacy, on-premise systems. 

What are the benefits of having a cloud contact center?

From a business perspective, opting for a cloud contact center helps: 

  • Reduce costs 
  • Improve ROI 
  • Provide better customer experiences and data analytics 
  • Increase agent efficiency 
  • High scalability  
  • Provide channel flexibility, including the use of customer service chatbots and other AI tools
  • Supports flexible working with agents on site or working from home 

A cloud contact center platform like Conversations consists of a comprehensive list of tools and applications that enable call routing, agent management, analytics, workforce management tools, and IVR.