How a Cloud Contact Center Keeps Pace with Changing Customer Demands

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No one can argue with the fact that customer demands are constantly changing.

Faxing was once the premiere method of communication, followed by email, and today iMessage, Facebook Messenger or Twitter.
So, let’s rephrase the line from the famous song: But everybody's changing. And I don't feel the same. Voiptime version will be:

But customer demands are changing. And contact centers should do the same.

And the cloud solution will help keep pace with all these changes.

Customer Service Jobs

Nowadays contact center employees don’t have to sit together in an office on a regular basis to form a perfect team and provide an excellent customer service experience. One of the advantages of the cloud-based system is that it gives your employees a feeling of teamwork, even if the team does not reside in one office. Contact center agents share the same channels and instruments of the cloud solution. Employees see common tasks and results and have the ability to establish high-level communication.


Time Zones

Have you ever received a call at an inconvenient time of the day? It might be an important call with the agent checking your deal or purchase on the other end of the line, but it was definitely a disaster that frustrated you and the people that surround you. Just imagine a world without these inconvenient calls. It seems to be a much better place. And cloud contact center technologies are able to lead you to this world.

The number of customers depends on the size of your business. The more people need your services, the more time zones they live in. Some are at the office at the moment others are still brushing their teeth. So, wherever your agents are, they should be able to call the customer at the most convenient time, when he/she is awake and ready to talk. The feature that helps to schedule a call at the right time is called Time Zones and will be the part of Predictive Dialer of Voiptime Cloud solution soon. Let’s take a closer look at it.


Our system can take into account the time zone of the client to call at a convenient time of day. The screenshot above shows you three columns for three phone numbers you can upload into the system by using the Import button, or entering manually. For accurate information, make sure to set the Time Zone field in the client card correctly. Then, take a closer look at the data you have. You will see Mobile Phone, Work Phone, and Home Phone fields. You then set the time for calling your customer while taking into account the time zone. The system will try to reach the customer on the mobile phone within business hours and will call the home phone in the evening.


Better Equals Faster

The client is the one who gets flawless service in a shorter time. The cloud solution will enable your agents to do the next things faster and easier:

● Cloud contact center deployment

● Improve the way agents sell and offer goods and services

● New technology adoption

● Implementation

● Time to margin

● Access to problem solvers

One of the other best things about the Cloud is the ability to satisfy customers' needs and solve problems during the first interaction. You are welcome to read more about First Call Resolution secrets in our blog.

Tanya Gonchar

Expert in call center process automation, Head of Marketing at Voiptime Cloud. Interested in customer service, B2B sales, marketing, business analysis.

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