Cloud Based Contact Centre
A cloud based contact centre is a central communication platform that is hosted on an internet server and usually accessed through a browser or application.
It allows users to access the system from almost anywhere while being able to communicate effectively with customers via voice, email, web chat, SMS, web chat and social media channels.
A cloud contact centre ultimately eliminates the need for expensive investments and complex installations, as all operations are managed remotely. This allows businesses to scale their contact centre operations rapidly and efficiently.
Accessibility is a key advantage of a cloud contact centre - you can access the system from virtually anywhere with an internet connection, whether you're working from:
- The office
- Home
- Or on the go!
This flexibility allows agents to deliver exceptional customer service regardless of their location, therefore, boosting responsiveness and customer satisfaction.
Why Should You Change to a Cloud-Based Contact Centre?
There are many reasons why you should switch to a cloud-based contact centre, including reliability and security.
Changing to a cloud-based contact centre offers a wide range of benefits, such as:
- Flexibility
- Cost savings and pay-as-you-go pricing options
- Wide range of features
- Secure
Cloud-based contact centres can provide you with flexibility to allow you to scale your operations up or down based on demand.
No matter what your situation is, a cloud-based solution can easily help with changes in call volume, agent capacity, and communication channels without the need for costly infrastructure investments.
Switching to a cloud-based contact centre removes the need for upfront costs for software and maintenance. Instead, you will only pay for the resources you use on a subscription basis, reducing overall costs.
If you don’t like the idea of paying upfront, there is no need to worry. This is because cloud-based solutions often offer pay-as-you-go pricing options to allow businesses to stay on top and in control of their payments.
A cloud-based contact centre allows agents to work anywhere with an internet connection, whether it's in the office, at home, or on the go.
Cloud-based contact systems often come with a wide range of features and integrations, including:
- Analytics
- Artificial intelligence (AI)
- CRM integration
These features allow businesses to deliver personalised, efficient, and simple customer experiences across a range of channels.
At MaxContact, we are strict with our security measures, encryption, access controls, and regular audits. This is to protect your data and reduce cybersecurity risks.
How Does a Cloud-Based Contact Centre Work?
A cloud-based contact centre works by using the internet to transmit voice calls instead of traditional phone lines. Here’s how it works:
Step 1: Setup
The first step of a cloud-based contact centre involves setting up the system. You'll need to choose a service provider that offers cloud-based phone solutions, such as us at MaxContact.
Once you've done this, you'll then need to sign up for our service and choose a plan that fits your needs.
Step 2 : Internet Connection
Because the system relies on the internet to transmit calls, you'll need a stable and reliable internet connection. Make sure your internet connection meets the requirements specified by your service provider for optimal performance.
Step 3: Hardware
All you need for our cloud-based contact centre is a laptop/PC, a headset and a good internet connection, and you're all set up and ready to go!
Step 4: Configuration
Configuration is usually carried out with your cloud-based contact centre platform of choice, onboarding team and your administrative team.
This means that for the users on the floor, all you need is training and to log into the system to get started.
Step 5: Number Porting
If you're transferring existing phone numbers to your new cloud-based system, you'll need to begin a process called number porting.
This involves transferring your phone numbers from your current provider to your new cloud-based provider.
Step 6: Call Routing and Features
With your system set up and configured, you can now make the most of the features offered by your cloud-based contact centre!
These may include call routing options such as auto-attendants, voicemail-to-email transcription, call forwarding, and more.
Step 7: Making and Receiving Calls
Once everything is set up, making and receiving calls is simple and straightforward. Incoming calls will come through to your softphone on the contact centre application, which can be answered like a regular phone.
Step 8: Maintenance and Support
Regular maintenance can ensure your cloud-based contact centre continues to operate smoothly. Here at MaxContact, we offer ongoing support and troubleshooting assistance in case you encounter any issues with your system.
Overall, a cloud-based contact centre offers flexibility, scalability, and cost-effectiveness compared to traditional cloud-based contact centres, making it a great choice for businesses of all sizes.
What Are The Benefits of Cloud-Based Contact Centres?
Cloud-based contact centres offer a wide range of benefits for all businesses…
Firstly, they offer flexibility and scalability. With a cloud-based system, businesses can easily scale their phone services up or down according to their needs.
Secondly, cloud-based contact centres allow you to work from anywhere, as long as you have an internet connection. This is ideal, as it allows you to work remotely without sacrificing communication quality or accessibility.
Cloud-based contact centres often come with advanced features such as voicemail-to-email transcription, call forwarding, and auto-attendants.
These features help improve productivity and efficiency, simplify communication and ensure that no important calls or messages are missed.
Additionally, cloud-based contact centres are typically more cost-effective than traditional on-premises systems, meaning your business can save costs!
They eliminate the need for expensive hardware installations and maintenance, and reduce long-distance and international calling costs.
Finally, cloud-based contact centres offer improved reliability and disaster recovery.
All of your data will be stored securely in the cloud, so you can rest assured that your communication systems will remain operational even in the event of hardware failure.
Is a Cloud-based Centre Easy to Use?
Yes, cloud-based contact centres are generally designed to be user-friendly and easy to use. Here are some of the many reasons why:
- Intuitive Interfaces - Cloud-based contact centres often come with intuitive user interfaces that are easy to use, so you can easily access features like call forwarding, voicemail, and conference calling through a simple dashboard or web portal.
- Support - We offer comprehensive support services to assist you with setup, troubleshooting, and ongoing maintenance.
Overall, the simplicity of cloud-based contact centres makes them accessible to a wide range of users, from small businesses to large enterprises, without requiring extensive technical expertise.