Cloud-Based Call/Contact Center: How it works

October 14, 2024
Becky Mugo
VoIP and Call Center

Contact centres were previously dependent on on-site PBX equipment and wired phone connections. However, as we have entered a new era of Cloud Based Contact Center software where on-premise contact centres are no longer necessary.

There are no physical limits or cumbersome hardware. These contemporary solutions—which go by the name “cloud contact centres”—are mostly powered by software that operates over high-speed internet technologies.
Let’s first examine how a modern contact centre differs from a traditional one before delving deeper into the idea of cloud contact centres.

On-premise and cloud based contact centres differ from one another.

The main distinctions between on-premises and Cloud Based Contact Center are as follows. Here is a contrast between the two:

Implementation

The primary distinction between the two is that, in the case of a cloud based contact center, no telecom infrastructure or equipment is needed. VoIP technology allows for the absence of purchasing, installation, and maintenance when making phone calls.

The ability to scale

Cloud contact centre software is more scalable than on-premise contact centre systems since it can adapt functionality to the needs of the business, whereas the latter necessitates significant hardware updates.

Availability

The ability of cloud based contact center to enable agents to effortlessly manage large quantities of incoming and outgoing customer calls is another important distinction between the two.

Price

The pricing model used by cloud contact centres is usually pay-as-you-go or subscription-based. This turns out to be very affordable for small and medium-sized enterprises. On-premise contact centre solutions, however, come with a hefty initial capital cost in addition to continuous maintenance, update, and IT staff compensation costs.

Upkeep

When it comes to cloud contact center solutions, the service provider is in charge of all maintenance-related tasks like infrastructure management, software updates, and security patches. Conversely, on-premise solutions necessitate that the company oversee and maintain every facet of the call centre. This includes maintenance of the hardware, software updates, security patches, etc.

Reconstruction after a disaster

Redundancy and disaster recovery are again the responsibility of the service providers in cloud contact centres. Additionally, the provider handles all of these resource- and time-intensive parts of data backup and recovery for the on-premise configuration.

How Are Cloud Contact Centres Operationalised?

Agents just require a laptop or other device with call centre software installed, their headphones, and a fast internet connection because everything is done via the cloud. This implies that agents can answer calls both remotely and while seated in the office. This is a thorough description of how it operates:

Cloud-Based Systems

Cloud based contact centers are dependent on service providers’ managed and supplied cloud computing infrastructures. A cloud infrastructure typically consists of networking, storage, and server capacity. Each of these components is housed in a number of data centres spread across several global regions.

SaaS, or software as a service

Typically, cloud based contact centers operate on the Software as a Service (SaaS) model. Contact centre companies use the Internet cloud to access the service after subscribing to it. They don’t have to set up any equipment on the premises.

Organising and arranging

Intelligent routing algorithms are used by the cloud contact center’s system to route calls to the appropriate agent or department as soon as they arrive. This is done to guarantee that callers receive efficient support and that their questions are answered promptly. Additionally, the system queues up calls during peak hours to ensure effective call handling.

Interface for the Agent Desktop

A desktop interface that is easy to use is included with cloud contact centre systems. Agents use this interface for all communications with customers or callers. The desktop interface provides access to all call, customer, tool, and other related information.

Self-Service and IVR Options

Most of the cloud contact center solutions come with the IVR feature i.e. Interactive Voice Response that allows customers to self-service using the automated menus, get answers to routine questions, etc., without speaking to a live agent. This helps reduce wait time for callers and enhances the efficiency of the agents.

Scalability

Call center businesses can easily add or remove agents from the cloud call center solution because of their scalability. This helps in accommodating the fluctuating call volumes quite easily.

Analytics and Reporting

Cloud Phone Systems come with detailed analytics and reporting capabilities. Insights provided by these features help managers monitor the KPIs along with the customer experience and figure out areas of improvement.

Security and Compliance

Cloud Based Contact center solutions adhere to a number of industry security requirements, including GDPR, HIPAA, PCI DSS, and others. These systems use strong access controls and encryption methods to safeguard the company’s critical data.

Redundancy and Disaster Recovery

Strong disaster recovery and redundancy techniques are included into cloud contact centre solutions. By mirroring data over several servers located throughout the world, these systems make guarantee that the service is still operational in the event of disasters or system breakdowns.

Magnificent Advantages of a Cloud Contact Centre

The primary cause of on-premise contact centres’ obsolescence is the superiority of cloud-based contact centres in terms of the array of advantages they provide.

Employees at on-site contact centres must be present in person to answer questions from clients. This is among the explanations for why cloud-based contact centres, such as iDeveloper Technologies, are the best method for increasing the amount of customer calls.

The following are the main advantages of cloud contact centres versus PBX installations on-site:

Lower Setup and Process Expenses

There is no disputing the financial advantages for organisations of moving from analogue to cloud-based systems. Businesses that use cloud-based contact centres avoid having to budget for physical space for hardware infrastructure, numerous network carriers, power backup, and the labour needed to build and maintain PBXs on-site.

When taken into account collectively, these variables represent a significant investment that companies can avoid by choosing cloud computing. And it gets even better! With cloud-based contact centre software, you can do several jobs with only one app instead of needing multiple apps.

Reduced Process and Setup Costs

The cost benefits of switching from analogue to cloud-based systems for companies are undeniable. Using cloud-based contact centres spares businesses from having to pay for labour-intensive on-site PBX construction and maintenance, multiple network carriers, physical space for hardware equipment, and power backup.

When considered as a whole, these factors indicate a substantial expenditure that businesses might avoid by selecting cloud computing. And it gets better still! Instead of requiring several apps, cloud-based contact center software allows you to perform multiple tasks with only one app.

Suitability for Remote Work Environments

Can a company afford to wait weeks to launch its customer contact centre when there is so much competition and flexibility in the business world? Without a doubt. Since there is no hardware involved, the setup time for a cloud based contact center is significantly less. Customisation and troubleshooting take only a few minutes, and there is no rapid onboarding or learning curve. Additionally, supervisors can quickly obtain the statistics they need to monitor and evaluate staff performance.

High-Class Performance

As the volume of your customer calls expands, you add more employees to handle the increased workload. This means you need instant extensions through which calls can be taken. In such a situation, cloud-based systems are quite resilient as they use virtualization technology to roll in new extensions.

No matter the number of calls to be handled, cloud systems have you covered effectively. In the case of on-premise phone systems, upgrading is a cumbersome task. Additional resources are required for installation, maintenance backup, etc.

Enhanced Employee Productivity

When staff have the proper tools at their disposal, they are more likely to work to the best of their abilities, which improves the client experience. Using dozens or even tens of tools that are ten years old increases inefficiency.

An efficient cloud contact centre such as iDeveloper Technologies can assist employees free up a significant amount of their valuable working hours so they can focus on more important duties. Customer calls can be routed to the appropriate person with the help of helpful features like intelligent call routing, which guarantees a prompt and seamless response to customer enquiries.

Expand as needed

You can add extra users to cloud-based software in accordance with your requirements. There isn’t any complicated configuration or hardware mess. This implies that you can always begin “as required” and progressively expand from there. On the other hand, the prospects of expanding as needed are reduced when looking at on-premise options. It must be large from the start because it requires numerous installs and settings. Additionally, there is always a lot of work to be done if you want to grow.

Enterprise-Level Reliability and Security

In terms of dependability, iDeveloper Technologies and other cloud phone systems are ideal. You can anticipate seamless operation and maximum uptime with iDeveloper Technologies, unaffected by inclement weather, construction hazards, or network interruptions. Hardly all of these advantages are provided by conventional contact centre solutions.

Monitors Data Instantaneously

This is a great feature of cloud-based software that is frequently overlooked. However, when used effectively, it has strong effects. With the help of iDeveloper Technologies’s real-time reporting feature, you can easily measure each step of the client experience. These reports can be used to gauge employee performance and make necessary adjustments or enhancements. They can also be used by management to predict future trends in sales, consumer behaviour, etc.