What is Cloud-Based Call Center Software?

The days of landlines being the primary method of communication in office buildings are long past. Cloud software is now used to enable callers from across the globe to reach one another for business purposes and has enabled faster and clearer communication. If you want to upgrade your current setup, a Cloud contact center may be your solution.

But what is cloud-based call center software? Find out here.

What is the Cloud?

Before diving into what cloud-based call center software is, let’s talk about the cloud itself. The cloud is a collection of servers hosting software and infrastructure accessed via the Internet. This means that the servers above don’t need to be in the same location as the person attempting to access them, which makes the cloud distinct from a hard-wired setup.

What is Cloud-Based Call Center Software?

With the above baseline understanding of the cloud covered, it’s time to dive into what a cloud-based call center software setup means. Similar to the broader definition of the cloud, a cloud-based call center is an Internet-based facility that handles all inbound and outbound communications for external, internal, or both types of communication. The largest benefit of this setup is that, since it’s hosted via the Internet, there is no physical location for this “call center,” meaning employees can be hired all around the globe.

Core technologies such as automatic call routing, interactive voice response, live chat, and social media interactions allow for better customer service. The customer service agents working within your cloud-based call center software will be able to access all the necessary tools they need to assist your customers quickly. The most significant benefits of utilizing this software as opposed to a physical call center include:

• Reduced overhead costs from not needing to pay rent on a space
• An increased level of service capacity by being able to handle more incoming requests
• An overall improvement in the service level being offered to your customers
• The potential for a dramatic boost in your customer service ratings

Transitioning from a physical call center setup to a cloud-based call center software design will take time and effort, but the benefits will be more than worth it for your organization. Rather than making the switch suddenly, try test-piloting the software for a few divisions within your organization to get a feel for the potential road bumps. After that, begin the company-wide transition with the confidence that it will be successful. Cloud is highly scalable, so as your company grows, you will find more advanced solutions to support your journey.

Enhance Your Organization’s Communication Infrastructure Today

Communication is the key to success for any organization, and the method by which businesses communicate is ever changing. Stay current on your communication by integrating cloud-based call center software as soon as possible. For assistance or help with troubleshooting new technology within your organization, Warwick is here to help. If your business is in the Columbus, Cleveland, or Akron area and needs assistance setting up a data protection strategy for IT services, don’t hesitate to contact us at Warwick as soon as possible.