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.