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Cloud Contact Centre Explained: Customer Service in the Cloud
The rapid development of telecommunications technology, the high market competition, and continuous change in customer demands has made customer service a key element in the success of a business. 

Because of this, companies increasingly need to think  about the tools they will use in order to improve their customer service. This especially means improving their telephone services because most customer questions are answered over the phone.

Having a cloud contact centre is the best option to effectively manage incoming and outgoing business and customer service calls. This service, which is hosted entirely in the cloud, allows businesses to manage their communication with customers from any device. This includes a cell phone, tablet, computer, and pretty much anything that connects to the internet and lets you open up a web browser. A contact centre only requires a stable internet connection, thanks to the innovation of WebRTC technology.

This means greater mobility and flexibility for employees, since the WebRTC allows them to take and make calls from any location using any device connected to 3G, 4G, 5G, or Wifi... whether it is a computer, mobile or tablet.

Unlike the SIP protocol used by traditional call centers, it does not need any new investments in physical hardware or installations, since everything is managed and hosted in the cloud.

Advantages of a Cloud Contact Centre

A cloud contact centre services automates calls using IVR. This means that calls will go through waiting queues if an agent is unavailable. They will then be intelligently assigned to the agent that knows the most about the solution to the client's question, based on the agents current availability, skills, knowledge, etc.

Likewise, in contact centres for business, there is almost always a supervisor. This supervisor will be able to access all calls at any time and "whisper" to the agents. This means they can listen to the conversation, and state advice to the agent without the other person being able to hear the comment. This helps improve the quality of customer service. Regular 3-way calling is also available.

Another feature is the ability to record, monitor or extract the transcript of calls, draw statistics, set schedules, create separate voice mailboxes, etc.

Therefore, using this tool to provide customer service can bring many benefits to a business, such as the following:

  • Reduce costs: The maintenance costs are now non existent since this tool is used entirely online. Therefore, you don't have to go out and buy additional phones or hardware.
  • Optimization of resources: The flexibility agents will now have, as well as the ability to record calls and obtain statistics, will allow you to know more about a client to give them a customized quality service experience.
  • Full dedication to the client: The main objective of using this service in a company is that the client is always satisfied. This is all thanks to being able to communicate with customers through multiple different devices, with automated services, waiting queues, etc. 
  • Improvement in flexibility and scalability: It allows businesses to make changes to their contact centre in a fast and efficient way

A cloud call centre offers a multitude of benefits to both companies and customers, offering better efficiency, performance and greater security when it comes to serving customers.

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About the Author

Emma Smith 

Emma Smith, PR and content manager at Fonvirtual. Fonvirtual provides companies and entrepreneurs with virtual services. Visit our website. I'm interested in digital marketing, technology and international logistics. I enjoy writing for blogs where I spread the word of telecom services in international business.

Published Thursday, August 08, 2019 7:36 AM by David Marshall
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