How Call Centers Can Benefit from Cloud Technology?

Advancements in VoIP networks, protocols, and endpoint devices have enabled businesses to build a better-connected environment that improves employee productivity, reduces phone expenses and builds a dedicated business environment that helps clients, customers to connect with businesses easily.

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Cloud technology helps to build an efficiently connected environment that enables smooth integration among various resources. Contact centers can be immensely benefited with cloud technology and adjust the increasing demand for faster, more responsive service quickly. Let’s take a look at some of the possibilities for effective services under the cloud for contact centers.

Pay-As-Per-Usage

As most cloud services are offered through multi-tenant virtualized SaaS, services are used via a virtual server which comprises a small subscription fee and fee for software based upon its usage. This further reduces the capital expenses, enhances customer reliability and keeps the systems away from any kind of unauthorized access.

The pay-per-use model gives businesses multiple options to accommodate resources as per needs and switch to any provider. Systems can be controlled under the maximum workload and network capacity can be easily adjusted.

Managing Remote Participants

The large percentage of organizations are using cloud-delivered collaborative tools to manage virtual teams. Live multimedia interaction allow businesses to view presentations and share documents simultaneously. This improves the quality of interaction as voice combines with visual mode. This mode of interaction also enables participants to record the events and later on review the recordings when needed. Participants can post videos, send emails, documents and send useful links.

Video conferencing solutions form an essential part of cloud-based solutions. Different companies manufacture video conferencing systems and each uses distinct protocol for such systems. There is various cloud-based video conferencing solutions that can be used for simplifying business operations. Cloud-based call conferencing solutions support the need of businesses to create seamless opportunities for communication among the workforce, clients, customers and remote teams. There are diverse options available for companies that prove to be the most relied form of communication.

Social Media Channels Integration

Cloud solutions provide a platform to reap maximum benefits out of every channel. Social media channels such as Facebook and Twitter are the new sources where customers look for help. This has led to “Crowdsourcing”, where interested participants can gather information from staff rather than using information online.

A variety of cloud solutions has come up, such as Salesforce’s Service Cloud 2, where all channels of communications comprising social media are unified over this platform. This implies that any customer complaint coming from Twitter or any social media channel can be highlighted over the Salesforce platform similar to the way a telephone query is resolved. This enables customer service department to follow up on the cases as soon as possible.

Wrapping it Up

Contact centers can create a productive user experience by enabling seamless connectivity among the users and keep all participants connected over the same platform using cloud solutions. It simplifies the business life to a significant extent by enabling smooth communication among the business clients, remote workforce, customers, and partners.