Cloud-based contact center solutions move the underlying infrastructure from on-premises servers to virtual servers, increasing storage capacity, computing resources and flexibility so that businesses can integrate emerging technologies and communications channels. It also lets call center agents and managers access automatic call distributors, interactive voice response systems, workforce management tools, advanced call center analytics and other advanced features—and lets them do so from anywhere and at any time.
One of the most significant benefits offered by the cloud is that it helps companies expand their operations and scale their resources based on demand. For example, a cloud-based solution could help a business handle a surge of calls during a crisis by offering a flexible software licensing model or a pay-per-seat structure and capabilities that make it easier for call center agents and auxiliary staff to access the critical systems and features they need to work remotely.
Cloud-based call center solutions also provide more reliability and availability. They're more easily updated than on-premises solutions, and they're less likely to experience system failures, which create long downtimes. They can handle greater workloads, so your call center can seamlessly integrate new channels—such as SMS messaging or virtual chatbots—without worrying about whether your system can handle the resources those channels require.
With cloud-based call center solutions, you can also take advantage of application programming interfaces (APIs) and integration with other systems to add functionality and features—such as advanced analytics, automated messaging and scripts, and AI-driven applications—that allow your call center to reduce wait times by more quickly routing calls to agents.
Together, these capabilities can improve call center management, bring more agility to call center operations, provide more cost control and help you better meet your customers1 needs.