To sweeten the deal, upgrading a cloud system requires no hardware considerations as everything is hosted remotely. Add the lower entry barrier, and it’s no wonder why most modern organizations opt to use cloud call centers. The productivity yield from these systems is identical if not better, and the ability to choose from different pricing plans only adds to the overall value basket.
Also, there’s the fact that on-premise call centers just can’t match the same level of security as the cloud ones. They are in a different league but in all cruciality, it’s the reliability that matters. Cloud options are better at maintaining stability. They operate more effectively in disruptive events since one data center can overtake the other. To ensure such stability, on-premise solutions require significant investment, whereas, for cloud, it’s the responsibility of the vendor.
And on top of what already seems like a "no-brainer", cloud call centers provide mobility. Your remote agent teams can tune in and easily access their workspace from any location. And speaking of support, after your company shifts to the cloud, you can expect a natural growth in quality. Your staff will process customer queries faster and with the same service level, which is extremely valued today.
How Does Cloud Call Center Work?
A cloud call center works just like any other cloud-based communication solution. It can perform a wide range of tasks that are designed to ease the work of your staff, as well as help your customers get more accurate information and better service.
The on-premise contact center solution requires acquisition and preparation of technical infrastructure, call center deployment and customization according to the agreed technical task, setting up telephony connection and data backup, rigorous testing, ongoing maintenance, etc. It’s easily 6-8 weeks of the work of your IT department. As opposed, the installation and integration of the cloud contact center last less than 2 business days.
One of the best things about cloud call centers is that you pay for what you use. That’s right, cloud contact centers provide enough functions to eliminate the need for extra expenses related to updates and support costs. Also, the vendors usually provide several pricing plans to choose from, which is great for seasonal contact centers.
The key benefit of cloud solutions is that they don’t really necessitate a traditional installation. Everything is cut straight to the configuration process. Yes, your deployment phase depends solely on the amount of time you spend on tweaking the machine. And even that can be reduced by your vendor.
There’s a misconception that cloud solutions cannot provide sufficient privacy while maintaining customer data. In reality, they ensure even greater security through the use of professional data centers and the latest technologies. The disclosure of any information by technicians is also impossible. At Voiptime Cloud, we guarantee maximum privacy and, and we are ready to enter into an NDA with a client whenever necessary.
Whether you want to increase the number of workstations or expand on certain features, cloud call centers have no limits. Quantity isn’t an issue when you are on the cloud. This ability to increase productivity is especially beneficial for companies that rely on high season sales. Travel agencies, retail stores, insurance organizations, and many others will feel the extra horsepower.
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Top 7 Questions to Ask While Choosing a Cloud Call Center Solution
If you are on the fence and still not sure whether you need a cloud call center, try asking yourself these questions.
- Primary objectives of your call center? — You need to determine what kind of calls you want to handle, inbound or outbound, or maybe both. Furthermore, you need to assess how your current communication is done to choose the most functional solution.
- On-premises or cloud? — If you have the right hardware, you might want to use an on-premise solution. However, do keep in mind that regular updates, upgrading your equipment, and even ongoing technical support from your specialists is a pricey endeavor. If you don’t have any specific requirements for the server location, your best bet is to use a cloud.
- Will you be able to scale the solution? — As we already mentioned, opening new locations with an on-premise system will cost you a lot. Cloud options are much more flexible in this sense. Analyze your needs and your growth rate to determine which one you should go with. Also, pay attention to how quickly additional licenses can be activated during the seasonal increase in the number of call center agents and whether it will require additional customization by the developer.
- Is extra hardware/software required? — To create a faultless infrastructure for your call center software using on-premise solutions, you will still need additional software licenses (like pricey Microsoft Windows server licenses, DB, etc.) or multiple servers. Cloud solutions don’t need any of that to work smoothly.
- Is a vendor ready to add extra functions to meet your needs? — Sometimes your needs can be so specific that no software will be able to handle them. Make sure your platform of choice allows for modifications and find out whether the vendor is ready to put in extra work to fulfill your requirements.
- What other business solutions do you already employ? — Make sure that your platform of choice can integrate with your current business tools. You don’t want your agents to work with a dozen individual business solutions to answer a single customer query.
- Is the vendor’s support reliable and professional? — The last question is about the stability and reliability of the tool. Ask your vendor how they handle crashes and unexpected downtime, bugs, upgrade requests, maintenance, etc. Other things you might want to know are what support modes they provide, how long the initial setup takes, whether they conduct any training and whether they bill extra for it.
Voiptime Cloud Call Center Checklist
Can’t choose between different options? Pay attention to the availability of such features:
Since modern customers value a smooth experience and easy communication with a brand, this feature is super important. Multichannel routing allows distributing calls and non-voice queries (like emails, webchats, etc.) between the specific agent groups based on the chosen criteria ‒ telephone number, geographic location, configured priorities of the tasks, agent teams or agents themselves customer's selection, etc. As a result, they get the best customer service from the most skilled agent.
It’s an automated telephony menu system that interacts with your callers, ensures a complete self-service, and directs their queries to the most skilled agent. IVR feature not only increases the quality of service in your call center but reduces its costs at the same time. Since the agents no longer have to answer repetitive requests, they get to concentrate on handling more complex questions. Meanwhile, your customers won’t have to wait on the line whenever they reach out to your call center. They can order a callback from the call queue.
Dialers with timezone rules and flexible redialing rules
This set of features is necessary for outbound call centers that are working with clients around the world. You need an autodialer that allows you to configure flexible redialing intervals after each failed dialing attempt to make sure you reach every single person in your contact list. However, an auto call back shouldn’t happen in the middle of the night. That’s why it’s awesome to have a dialer with timezone rules.
Many organizations need contact centers to fulfill two different needs – ensure top-notch customer support and get in touch with potential clients. Luckily, it’s possible to kill two birds with one stone. Call blending feature allows agents to combine inbound and outbound campaigns in a single interface, which increases sales and improves customer satisfaction.
The ability to construct flexible call scripts is a must during the first months of agent’s work and later on as they deal with more complex customer queries. This feature improves sales communication strategy, helps your agents run surveys and gives them the knowledge base to answer any client's question.
Call recording and monitoring
Every call center manager would love to have some helpful features for call monitoring. It’s great to have call center software that records calls, but it’s even better to use one that lets you listen to active conversations of your team in real-time. Such features as silent call monitoring, call whispering, and call barging are invaluable for coaching and agent training.
Dashboards & reporting
Other important features for every call center are historical reporting and analytics. Various reports, such as agent’s KPI, detailed campaign monitoring, inbound and outbound call metrics, and user activity reporting will help you get total control over your campaigns in real-time and make better business decisions.
Call quality scoring feature allows you to track an agent’s performance over time, identify opportunities for coaching, and more. It lets managers grade agent’s performance after listening to the call and give the right development vector for improving their skills. All the information is stored in the so-called scoring cards with the desired parameters for assessing the quality of agent-customer interaction and a relevant call recording in the attachment. It’s a great plus to have it in call center software.
If you are already using a CRM system, it would be great to have the ability to integrate it with your new call center software. It’s possible to ensure a two-way CRM integration via API, which also helps with lots of other tasks (like capturing leads from a website or transferring them into call center software from another system).
Call center software that has all the features mentioned above is sure to satisfy most, if not all your business needs. Also, always take a free trial or pilot if available to see the system in action. It will help you make your final decision.
Do I Need a Cloud Contact Center Solution?
Absolutely. In fact, we challenge you to ask yourself, are you looking for online freedom and high-quality VoIP calls? Do you care about efficiency and cost reduction? Here’s when you definitely should use a cloud solution.
You need the advantages of online freedom. The way we communicate with our customers is constantly changing and evolving. To keep up with the competition, you need modern instruments. If you use on-premise systems, you are effectively cutting down on your income as cloud solutions don’t limit you to just incoming and outcoming calls. They allow you to write emails, send text messages, use IVR to guide prospects, talk with clients using a web-chat, and more.
You look for high-quality VoIP calls. It goes without saying, cloud systems are far more efficient in speech transmission. They aren’t affected by the quality of the hardware, nor they experience static or delay. If you want errorless, distortion-free, delay-free calls, the cloud is the way to go.
You care about efficiency & cost reduction. Cloud solutions will not only eliminate the need for hardware maintenance but will cut expenses on software setups and license purchases. And then there’s the fact that no extra hardware upgrades are needed once you have more agents because everything is on the cloud. Just pick a bigger plan and you are good to go.
Not Sure Which Software to Go For?
If you are looking for reliable call center software to increase your sales and improve support, give Voiptime Cloud a shot. It has everything you might ever need from call center software. Have some extra questions? Be sure to drop us a message and our experts will get back to you in no time. We are always happy to help!