What Is a Cloud Contact Center?

  • 9 months   ago
cloud contact center, what is cloud contact center, blog, Information, customer analytics

Contact centers are vital for any organizations that handle a large amount of inbound and outbound calls. Generally speaking, the most common kind of contact center is a customer support call center, but contact centers can serve a variety of purposes. A cloud contact center utilizes a suite of applications and tools connected to the cloud in order to more efficiently handle multiple communication channels, advanced routing protocols, and provide sophisticated customer and agent analytics. Cloud contact center software should ideally be scalable and easy to set up for any business that may still be using legacy systems, such as an analog call center set up.

Cloud contact center solutions are designed to greatly improve the customer experience, while also helping agents boost their efficiency and morale. They are intended as “all-in-one” solutions with easy to use desktop applications, administrator options, system management apps for service providers, and apps to create customizable support widgets and documents. Their ease of use is meant to improve the operations of any organization, even those without dedicated tech support.

Multichannel vs. omnichannel

Contact centers today will generally allow for multiple contact methods to be used by customers to reach them, instead of forcing them to call in like with older call centers. Customers can use text, SMS, email, a company app, video chat, and other methods to get in touch with contact center agents. Any center that allows for multiple points of contact can be called a multichannel center. However, the contact methods are generally siloed, meaning that they have no point of connection with each other. This makes each point of contact almost like a separate business.

While multichannel and omnichannel are terms often used interchangeably, both in retail and in communication, a true omnichannel contact center has many advantages over multichannel. With an omnichannel contact center, customers are free to use any communication they want to reach an agent, and then they can seamlessly switch to another when needed. Conversations are tracked across all their channels, so even if a new agent has to enter the conversation, they’ll do so with full context of the situation. This prevents the customer from having to repeat information and saves everyone’s time. Customers are empowered to have full control over their journeys.

Agent benefits

Customers aren’t the only ones whose journeys are improved; the ease of use cloud software provides makes agent’s jobs much easier. Employee turnover is unfortunately high in customer service positions, and subpar technology is often cited as a key factor in agent dissatisfaction. Having the best tools possible motivates agents and significantly increases efficiency. A drop in turnover also saves time and money that would otherwise go toward training new agents.

Customer and agent analytics

Cloud software also makes it easier than ever for call centers to use customer data and engage in quality management. Data for customer satisfaction across all communication channels can be viewed in a single source, rather than each channel having to be monitored separately. Keeping track of customer buying habits and concerns is one of the best ways for any organization to improve their offerings and predict what customers will want next. In a world where customers have more information than ever and are constantly becoming more discerning, this is a critical advantage.

It’s also easier than ever to monitor agent performance, so supervisors can coach agents more efficiently on how they can improve as well as reinforce positive results. Most cloud packages also let organizations customize their installation, focusing only on the technology that directly relates to their goals. Cloud call center software prices can be conveniently compared online to find the best package.