Cloud contact centers make contact center software functionality usable via the web which makes it accessible from any part of the world without the need of the hardware setup required in conventional call centers. In this article we will discuss the Cloud Based Call Center's benefits, how does it work and its types.
Benefits of Using Cloud Based Call Center
1. Consistent Business Model
Cloud-based call centres function on the web therefore, users can easily access systems and provide support to their customers at any time and from any part of the world.
2. Quick setup
Since cloud based call centers are wireless and do not consist of hardwares, they can be installed at a faster pace in a hassle-free manner.
3. Monitoring Performance
Cloud based call centers allow the supervisors to keep track of the performance of the agents which indirectly boosts employee productivity and enhances the quality of service offered to the customers.
4. 360 Degree Customer Support
By using cloud based centers, all the data related to the customer can be collected in one place and agents can use that data to solve the queries and assist the customers in an efficient way.
5. Improved Reliability
Since cloud based call centers can aggregate the necessities of a huge number of customers and connect calls worldwide, their reliability is greater than on-premise call centers.
6. User-friendly Systems
As Cloud based centers are based on new and improved technology, their designs are easy to use and customer-driven which further allows the agents to work without the unnecessary hassle of setting up the hardware systems.
7. Increased Productivity
Cloud-based contact centers give more flexibility to the agents as they can work with a single incorporated dashboard and keep a record of every detail about the customer which can be used for future reference.
8. Scalable
Cloud-based call centres are easily manageable as they do not require extra hardware setups unlike on-premise call centers which need to invest in new hardware for a seamless operation.
How does it work?
Setting up a cloud-based center is a super easy task that begins with selecting the right type of cloud according to the requirements of your business.
Types of cloud Based Call Centers
1. Public Cloud
The database and applications are held and managed by the cloud service providers and the services are managed using a web browser. As the private cloud is handled by your service provider, it doesn’t require any kind of maintenance.
2. Private Cloud
Unlike the public cloud, private cloud is owned and handled by an individual enterprise.
The hosting of a private cloud can be done at your on-site data center or by a third-party service provider. In a private cloud, the hardware and software are devoted to your enterprise and the maintenance and groundwork are maintained on a private network.
Private clouds are generally used for places that are equipped with higher amounts of data such as banks, government offices etc. Businesses opting for private clouds are safe in terms of data security.
3. Hybrid Cloud
Hybrid cloud allows you to store your information and applications on private clouds as well as public clouds as per the requirements of your business. The enterprises that consist of bulks of data that needs less security and the data which is confidential, can use hybrid cloud as it comes with high flexibility and is profitable.
For example, In the case of healthcare, departments related to appointment booking, report generation and customer service work parallel to each other. So, the information passed in the report generation domain can be confidential which needs the implementation of a hybrid cloud to prevent data breaching.