Optimization of spending and development of new technologies made cloud-based contact center solutions extremely favored. In comparison to on-premise systems, cloud alternatives are faster to set up and significantly cheaper to maintain.
What makes a deal sweeter - a cloud system requires no hardware considerations as everything is working in remote mode. Add a lower entry barrier, and there is no wonder why most modern organizations opt to use cloud contact center software. The productivity yield from these systems is even better, while the capacity to choose from diverse pricing politics suggests unbelievable cost savings. It is also a great choice to enhance contact center agents' performance.
Interestingly, on-premise solutions aren’t able to offer such an assortment of functions as cloud-based software does. Another fact - cloud call center software can allow achieving business continuity. This solution offers a complicated interface, integrating options for third-party software and different digital channels. Add here lower maintenance costs, infrastructure costs, and almost absolute trustworthiness and you will get a perfect tool.
Contact Center as a Service (CCaaS) furthermore offers live insights, control, monitoring prospects, heightened mobility, and multichannel communication with more heightened agents’ productivity.
Contact Center as a Service - explanation in a few words
Contact Center as a Service (CCaaS) is a cloud-based solution that suggests several communication channels, such as calls, SMS, emails, or webchat, to furnish a superior customer experience. Despite these options, it also includes many useful functions to oversee the yield of contact center agents and perform customer relationship management. Real-time monitoring, call queueing, and live dashboards are less part of the contact center as service attributes. Because it is a cloud-based contact center solution, it offers great cost savings for you as it needs no hardware to be set up and it’s more effortless to use for contact center agents. As Statista shows, the market for such software has grown 2 times since 2017.
Source: Size of the contact center software market worldwide in 2017, 2018 and 2023 (in billion U.S. dollars), Statista Research Department
Cloud Contact Center Software and its principles of work
There are many cloud contact center advantages compared to the classic system. Still, the fundamental dissimilarity is that a cloud-based contact center solution doesn’t require hardware. All actions, committed through different digital channels, are performed via VoIP. The CCaaS can unite various communication channels in a complex interface, so you can use all communications straight via the cloud contact center solution. The other call center software benefits exist in the possibility to integrate CRM apps and let contact center agents work with all needed data in a single interface. As the cloud-based contact center solution is working just using VoIP technology, contact center agents can work in remote mode and still be able to use virtual phone numbers of any country, while it is difficult to implement with a classic solution.
Essential call center software benefits
As Gartner says, cloud-based solutions will be a top choice for every sphere in the nearest time. To finally close the question about the edges of the cloud-based contact center, we have described its key features and abilities.
Source: Hype Cycle for Customer Service and Support Technologies, 2021, Gartner
Consolidate all clients' actions in one place
Keeping all data about the client in one storage is the way to provide a superior customer experience. This option allows contact center employees to avoid shifting between different instruments. On the other hand, all info, like consumers’ requests, or their account value is provided up-to-minute. Tracking every customer`s action allows for supplying qualitative assistance and solving problems with agent efficiency.
Decrease operational costs while increasing employee productivity
We have already mentioned that cloud-based solutions propose great cost savings compared to traditional solutions. Its price can be nearly 70$-150$ monthly (per agent), while all spending on a standard call center can be 6 times higher. Another advantage is that your contact center employees will work more productively using omnichannel technology with a mixture of options and a complex interface.
New opportunities for expandability and flattening downtime
How many factors affect your on-premise contact center? Weather, rental problems, hardware crashes - all of these problems can leave you with no sales, or your clients won’t get help. Isn’t it more reasonable to avoid such troubles with the help of a cloud-based contact center solution? Especially if an almost 100% uptime rate is paired with great cost savings. Why have we mentioned money spending? Because when you are using a cloud-based contact center, you pay for monthly or annual subscriptions only. It allows you to increase scalability whenever you require it by purchasing new accounts for contact center agents.
Stay informed using business insights
Do you want to take control of all business processes? The contact center as a service has enough functions to track all KPIs and provide up-to-minute stats. Make informed decisions using all data about your consumers' actions and contact center agents’ activity. The possibility to investigate any process is your most essential tool to fix all imperfections.
Less setup and operational costs
While the traditional solution`s setup period is about 9 weeks, a cloud-based contact center is all set in 1 or 2 days! The sooner you will be prepared to work, the more impact you’ll get, isn’t this statement right? A short setup in pair with less cost makes a cloud-based contact center solution a perfect choice.
Enhanced client experience
Nowadays self-service has become extremely popular. Clients want to select the communication channels personally, and companies must propose this alternative to their consumers. Owing to the contact center as a service, operators may solve customer issues regardless of what digital channels of contact they use - by email, by phone, or via social media.
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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? — Determine what sort of calls you are going to handle, inbound or outbound, or maybe both. Furthermore, you must assess how 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 equipment, and even ongoing technical support from specialists are pricey endeavors. If there are no specific requirements for the server location, your finest bet is to use cloud contact center technology.
- Determine your abilities — As we already mentioned, opening new locations with a traditional solution will cost you a lot. Cloud options are much more flexible. Analyze your necessities and growth rate to determine which one is suitable. Also, pay attention to how fast additional licenses are activated during the seasonal increase in the number of employees and whether it will require additional customization.
- Is extra hardware/software required? — To create a faultless contact center infrastructure for your on-premise contact center technology, you will still need additional software licenses (like pricey Microsoft Windows server licenses, DB, etc.) or multiple servers. For the cloud-based solution, it is not necessary to purchase additional software or hardware.
- Is a vendor ready to add extra functions to meet your needs? — Sometimes your requirements are too specific so no software will be able to handle them. Make sure your platform of choice allows for modifications and find out whether the cloud contact center provider is ready to put in extra work to fulfill requirements.
- What other business solutions do you already employ? — Make sure that your platform of choice can integrate with current business tools. Don`t make your agents use 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 for any types of contact centers? Pay attention to the availability of such call center 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.
IVR (Interactive Voice Response)
It’s an automated telephone menu system that interacts with your callers, ensures a complete self-service, and directs their queries to the most skilled agent. IVR software not only increases the service level in a 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 in line whenever they reach out. They can order a callback from the call queue.
Outbound 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 auto dialer 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. The 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 cloud-based call center software that records phone calls, but it’s even better to use one that lets you listen to the 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 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 informed decisions.
The call quality scoring feature allows you to track an agent’s performance over time, identify opportunities for coaching, and more. It lets managers grade agents’ after listening to the call and give the right development vector for improving their skills to upgrade contact center performance. 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 cloud-based 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).
Cloud-based 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 Software?
Absolutely. 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 paired with business continuity? Do you need to increase customer loyalty? Here’s when you definitely should use cloud technology, because it suits your business requirements.
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, use outbound customer communications, and more.
You look for high-quality VoIP calls. Cloud systems are far more efficient in speech transmission. They aren’t affected by the quality of the hardware, nor do 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, while also boosting agent productivity. 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 searching for reliable cloud-based call center software to increase the sales rate and improve support, order the demo. It has everything you might ever need. Start discovering all possible features of perfect cloud-based call center software right now!
multichannel contact center solution
If your legacy business phone system doesn’t cut it anymore, replace it with modern contact center technology!
Originally published on 2020-03-19, updated on 2022-07-12