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What is a good cloud-based contact center solution?

Cloud Based Contact Center: Top Cloud Contact Center Solutions

What is a good cloud-based contact center solution

Cloud Based Contact Center Solutions For Your Business

Providing exceptional services to customers is now more essential than ever before. With the advent of customer communications via digital channels, and an ever-growing client base, traditional contact centers aren’t able to cater to the needs of modern companies. Cloud contact centers provide the flexibility, capacity and cost-effective way to help you surpass customer expectations

What is a good cloud-based contact center solution? In this article, we’ll look at the advantages of cloud-based Contact centers. Also, we will discuss most important attributes to be looking for, and the best way to select the best provider for your company. No matter if you’re a startup that is just beginning or a big corporation looking to improve client service experience, using a cloud-based contact center is a wise investment.

Table of Contents

What is a good cloud-based contact center solution?

What is a good cloud-based contact center solution?A reliable cloud-based contact center solution allows users to quickly set up the contact center. Cloud-based contact centers are speedy and easy to set up. IT professionals can set up their contact centers online, with one license. A reliable internet connection is required.

What is a cloud contact center?

A cloud-based contact center is an online-hosted service that ensures all communications from customers for a business are taken care of or processed. It typically includes a full set of tools that permit agents to interact with customers via various channels such as SMS, email and voice calls, chat, and many more.

If you’re looking for ways to boost your customer engagement strategy using a cloud-based contact center is the first thing you think of. So let’s take an in-depth review of cloud contact centers and the ways they could benefit your company.

What is cloud solution for contact center?

Cloud-powered contact centers are programs that allow customers to engage with different channels, including calls, messages, email, SMS or social networks. They include features like agent management, call routing analytics, and multi-channel communications. They improve efficiency and productivity, customer service, as well as insights. They also have advantages like low cost of investment accessibility, ease of access and security, redundancy and the ability to scale.

How Does a Cloud Contact Center Work?

Cloud contact centers handle all communications with customers, including calls that are outbound and inbound texts, chatbots and chatbots social media, as well as video messages via Internet connections. Contact center companies handle all tech setup, devices and maintenance.

Contrary to an on-premises PBX cloud centers do not require telecom hardware to buy, install, maintain, or even install. Instead, messages and calls are made using Voice over Internet Protocol (VoIP) technology.

Cloud Contact Center software is connected to other platforms such as email or social media and seamlessly integrates all channels. Every interaction is linked to an account for a prospect or customer and assigns messages received to the correct agent to prevent conflicts.

How Does a Cloud Contact Center Work

Benefits of Cloud Contact Centers

There are many advantages for using a cloud contact center, such as:

  1. Flexibility: Cloud-based contact centers are accessible anywhere and on any device that has an internet connection. In contrast, the on-premise centers are tied to physical locations. CCaaS solutions make it simpler for businesses to establish remote teams, offer customers with service from a variety of locations, and expand operations when needed.

    In addition, since there is no need for upgrades and maintenance, cloud contact centers let up IT resources to support other initiatives like hiring more agents. Cloud contact centers charge per line, without the need for installing, licensing or equipment expenses, which makes it much easier to reduce costs and budget accordingly.

     

  2. Scalability: Cloud contact centers are able to easily expand or contract to meet the changing needs of businesses. This means that, as an organization grows it is able to add more agents or increase capabilities of the system and pay only for the extra lines or features. However, on-premise centers require physical hardware and software updates that can be a costly and time-consuming procedure.

  3. Cost-effectiveness: The effectiveness of cloud-based contact centers principally due to the reduction in cost of initial expenses, the capacity to only pay for the services you need, and less requirements of IT support and updates.

     

    Cloud contact centers are cloud-based and all the technology needed is handled through the provider. Therefore, there is no requirement to make significant initial investment in VoIP equipment or software. Furthermore, IT costs are lower in cloud contact centers since maintenance and security is managed by a third-party service provider. Cloud contact centers have essential features that boost efficiency of the call center, including advanced real-time analytics. The improved operations result in cost savings both in the short and long-term.

Must-Have Features of a Cloud Contact Center

The use of cloud-based contact centers is a major factor to overcome the issues in the old systems. Businesses who are planning on adopting cloud telephony must focus on integrating certain important features listed below to boost efficiency, reliability, and reactivity within the data center they have.

  1. Interactive voice response (IVR):  Interactive voice responses are the initial point of contact for customers within any center. It allows agents to answer calls immediately, at any time and from anywhere. It functions as a virtual receptionist who communicates with customers by offering personal greetings, local language optimizations, and so on. Cloud-based contact center solutions in today go the additional mile with AI and ML integrations into their IVR engine to recognize customer problems by studying their previous order history and offer faster solutions to these issues. Furthermore, some of these solutions use automatic speech recognition as well as sentiment analysis in order to anticipate the emotional state of customers which transforms IVR into an experience that is more customized than a simple robot interface.

  2. In-app support:  What that users could get the assistance they require directly via the application or web site, quickly and without hassle? In the modern world of mobile providing in-app support is a crucial element in creating positive customer experiences. It could go a long way in breaking down the outdated barriers in the customer service process. Additionally, when users understand that quality customer support is only a few clicks away, it will naturally increase the retention of customers and, consequently, profits for businesses.

  3. Automatic call distribution (ACD): Automatic call distributor (ACD) can be described as a cutting-edge call center software which takes incoming calls and then automatically forwards them to appropriate departments or agents within the business based on efficiency or location, idleness and many more. This guarantees a short delay for customers and a more systematic management of calls from customers. ACDs are a crucial component of any cloud telephony system and are synchronized with computer telephony integration (CTI) systems, also known as IVR systems to efficiently route incoming calls to the appropriate agent, which streamlines the process of communication between customer and agent.

  4. Skill-based routing: Adopting skills-based routing is crucial to ensure that callers are connected with the appropriate agent who meets their requirements, instead of being dragged through a confusing phone tree before settling on the agent with the most available time and failing to solve the issue. The intelligent routing process enables agents to handle different types of calls that they are comfortable with and transfer the call immediately to the agent with the highest level of expertise according to their expertise. Thus, contact centers can reduce the time spent handling calls as well as increase efficiency and increase customer satisfaction by active engagement.

  5. Call Recording, tracking, and monitoring: Tracking, recording, and monitoring all inbound and outbound communication is what makes contact centers flourish. With a powerful record and track function that is integrated in their cloud-based contact center, companies can guarantee that every customer’s call is answered as well as increasing the efficiency of their staff through close monitoring. When agents are supported in an effective, energized and a tactical work environment and are motivated, they will improve their performance and provide excellent customer service.

  6. Chatbots: Chatbots are coming at the top of the list as the best contact center allies in solving routine support inquiries. They can handle regular support requests of customers, thus saving agents time to work on more difficult problems that require human interaction. Contact center operators are adding chatbots that have AI integrations into their systems that can respond quickly to questions from customers. They can also be helpful in helping agents better understand the customer’s needs by obtaining and analyzing customer data through CRM systems, which results in shorter handling times and improved satisfaction of customers.

  7. Queue Callback: Queue Contact is a programmable feature that allows managers to manage the number of calls during peak seasons and days of high traffic, or when they are short of staff. It’s a great instrument for cloud-based contact centers to ensure that customers are happy and agents work when there is a high volume. When callers become annoyed when placed in a hold position, the queue callbacks allow them to contact customers when an agent is in the office and thus reducing the energy and time of the customers. In addition, it allows agents to review the customer’s specific account details from the CRM server prior to calling back, resulting in an improved customer experience and faster resolution of problems.

  8. Real-time and analytical reporting: Reports provide an extensive view of agents calling duration and quality, performance and much more. It also provides insightful insights into the patterns and trends or the average downtimes within the call center. Additionally, it provides the complete picture of everything going on within the call center, which allows managers to prioritize and respond to any problems that occur quickly. Additionally the analytical report can provide information such as the volume of calls during different days and times, peak hours and missed calls, locations traffic, returning and new customers, etc. The need for detailed reporting is crucial in boosting team efficiency in times of high traffic and plays an important function in analyzing the efficiency of the various teams, agents and departments in the call center.

Top Cloud Contact Center Solutions

It is interesting to note that despite the numerous advantages, cloud contact centers aren’t an essential element of enterprise. Deloitte’s latest survey, titled “2021 Global Contact Center Survey” discovered that by the close of 2020 only 32% of companies had contact center technology on the cloud. But, this is starting to change. Seventy-five percent of respondents said they are planning to shift to cloud-based contact centers within the coming two years. In fact this market is projected to reach 36 billion dollars by 2025, which is up over $11.5 billion as of 2020 due to the growing demand in the market, according to research conducted by MarketsandMarkets.

Below are top 10 cloud-based contact center solutions to think about in the coming few years, listed alphabetically.

8x8 logo

8x8

Overview: 8×8 is a cloud-based communications provider that offers video conference, telephony Application Programming Interface (API) and the ability to connect with a contact center. It offers you an all-inclusive unifying communication (UC) solution, which includes the cloud-based contact center.

The key features of 8×8 include:
  • Communication platform as a service (CPaaS)
  • Internal employee communication and external employee experience (inbound and outbound)
  • Organization-wide collaboration capabilities
  • Advanced contact center analytics and artificial intelligence (AI)
  • Enterprise telephony and domestic and international calling
Pricing:
  • 8×8 Contact Center starts at $95 per contact center agent per month.
CloudTalk Logo

CloudTalk

Overview:  CloudTalk is a business software that can be used for calling centers and phones. solution that specializes in support via call. It’s entirely cloud-based, and does not offer an on-premise alternative. It is also important to note that CloudTalk does not have omnichannel capabilities, such as chat and video-based customer support.

The key features of CloudTalk include:
  • Powerful call management, including queueing, recording, voicemail, etc.
  • Features like real-time customer cards to assist service agents
  • Intelligent call routing (inbound)
  • Special focus on an outbound call center for sales
  • Advanced call monitoring and analytics using AI
Pricing:
  • CloudTalk starts at $20 per agent per month.
Content Guru storm Logo

Content Guru storm

Overview: Content Guru storm offers several solutions to help customers engage which include CRM, CPaaS, virtual agent as well as a cloud-based contact center. It provides omnichannel capabilities and is compatible with all third-party systems.

The key features of Content Guru storm include:
  • CPaaS capabilities and true omnichannel with a blended queue
  • Content Guru brain, an intelligent automation toolkit for integrating AI
  • Dedicated service for outbound contact centers
  • Real-time and historical reporting with advanced analytics
  • Machine Agents with natural language processing (NLP) for self-service
Pricing:
  • Content Guru storm is custom priced based on the services and features you choose.
Five9 Logo

Five9

Overview: The flagship service, Five9 Intelligent Contact Center offers the cloud-based service for customer communications as well as workforce engagement management and analytics on customer engagement. Similar to most cloud-based contact center solutions, Five9 utilizes AI to provide advanced functions.

The key features of Five9 include:
  • Cloud-based inbound and outbound telephony
  • True omnichannel support across email, chat, social, SMS, and video
  • Intelligent virtual agent and agent assist features
  • Workforce engagement management through analytics and gamification
  • Integration with UC systems
Pricing:
  • Five9 is available in four versions – Core, Premium, Optimum, and Ultimate, all custom priced as per the size of implementation.
Genesys Cloud CX Logo

Genesys Cloud CX

Overview: Genesys provides cloud-based as well as in-premise services, Genesys Cloud CX is the company’s Omnichannel Contact Center solution for cloud-based deployments. It also offers an AI-driven customer service known as Genesys VX.

The key features of Genesys Cloud include:
  • True omnichannel support across phone, email, chat, text, and social media
  • Workforce engagement management to boost agent productivity
  • A voice over internet protocol (VoIP) service called Genesys Cloud Voice
  • Historical and real-time reports and analytics
  • Integration with UC systems for agent collaboration
Pricing:
  • Genesys Cloud CX is available in three versions – CX1, 2, and 3, starting at $75 per agent per month. You can add on UC capabilities for £10 per user.
Lifesize Logo

Lifesize

Overview:  Lifesize offers meeting and contact center solutions based using the cloud. Lifesize Video Meetings is its most popular product for internal communications Contact centers, and contact centers are able to benefit from Lifesize CxEngage. It is easier to add video capabilities for customer service.

The key features of Lifesize include:
  • True omnichannel support across voice, video, and digital channels
  • A prebuilt workforce engagement module with predictive capabilities
  • AI features including chatbots and agent assistants
  • Best in class video calling for contact centers
  • Real-time and historical insights through advanced analytics
Pricing:
  • Lifesize cloud contact center is custom priced according to the scale of implementation and degree of customization.
NICE CXone Logo

NICE CXone

Overview:  NICE CXone is a full contact center software from the enterprise UC firm, NICE. It is similar to the majority of solutions that are on this list. It’s built on an open cloud platform which means that it can be integrated with third-party enterprise platforms. NICE also offers voice services available in more than 130 countries.

The key features of NICE CXone include:
  • True omnichannel support across voice, chat, text, and digital channels
  • Powerful AI for automation, call routing, analytics, and knowledge management
  • Real-time and historical analytics, including customer surveys
  • Workforce engagement management and agent performance optimization
  • A wide range of CXsuccess services for enterprise implementations
Pricing:
  • NICE CXone cloud contact center is custom priced based on your industry, scale, and degree of customization.
Odigo Logo

Odigo

Overview: Odigo is a cloud-based contact center service that provides custom solutions for companies. You can take advantage of its capabilities in omnichannel, automation routing artificial intelligence, employee engagement as well as user-experience design, to develop modern-day contact center solutions.

The key features of Odigo include:
  • True omnichannel support across voice, email, video, and chat
  • Intelligent call routing for inbound support
  • Workforce engagement management and performance optimization
  • A wide range of services for CX strategies, integration, customer success, and agent skill development
  • AI connectors to integrate Odigo with your existing AI capabilities
Pricing:
  • Odigo is custom priced, and you’ll have to contact the company for a quote.
Talkdesk Logo

Talkdesk

Overview: Talkdesk is a globally well-known cloud contact center that offers solutions for customer engagement as well as analytics, workforce engagement and AI. Talkdesk CX Cloud is the most popular product in the company and brings all these capabilities in one single platform.

The key features of Talkdesk include:
  • True omnichannel support as well as outbound capabilities
  • Workforce engagement through a dedicated agent workspace
  • AI-based knowledge management and agent assist
  • Real-time and historical analytics, sophisticated business intelligence (BI), and surveys
  • Built-in employee collaboration through phone and messaging
Pricing:
  • Talkdesk CX Cloud is available in three editions – Professional, Professional Plus, and Enterprise, starting at $65 per agent per month.
Vonage Logo

Vonage

Overview: Vonage’s offerings comprise UC systems as well as CPaaS APIs as well as cloud-based solutions for contact centers. Vonage’s contact center comes with a CRM integrated natively, which assists in call routing and intelligent dialing of outbound calls. Additionally, it offers gamification to boost agents to perform better.

The key features of Vonage include:
  • Dedicated Vonage AI service for intelligent interactions
  • Workforce engagement management and performance optimization
  • Historical and real-time analytics and customizable dashboards
  • Screen recording features, in addition to the usual call recording
  • True omnichannel support across voice, email, chat, SMS, and video
Pricing:
  • Vonage is available in four editions – Express, Essentials, Select, and Premium – all custom priced, with several add-on features for an additional fee.

How to Choose a Cloud Contact Center Provider

When choosing a cloud-based contact center service There are many important aspects to take into consideration to ensure you choose the right provider for the needs of your business and offers the best customer service experience. A few of these are:

  1. Pricing and value: When choosing a cloud-based contact center service There are many important aspects to take into consideration to ensure you choose the right provider for the needs of your business and offers the best customer service experience. 

  2. Features and functionality: Study the functions and features provided by various providers like skill-based routing, call center agent performance gamification, as well as automated dialers. Essential features will differ depending on whether the contact center is outbound, inbound or a blend.

  3. Reliability and security: Security and reliability are important. examine the experience in security and reliability, and make sure they have strong protection measures in place to secure the customer’s data and ensure high levels of availability on the network.

  4. Integration capabilities: Companies already using a variety of digital tools should take into consideration the software’s integrations with third-party providers APIs, integrations, and the development communities.

  5. Customer support: Consider the level of customer support different providers offer, including support hours, channels, priority support options, and training/setup assistance-especially companies without an in-house IT team

  6. Ease of use: It is important to consider the ease of use and user-friendliness of the platform is also something to take into consideration. Check that dashboards are easy to use and beneficial for supervisors, agents, and administrators.

If you consider these elements and carefully consider the various options, you are able to select a cloud-based contact center provider that fits the needs of your company and gives the best customer service experience.

Frequently Asked Questions

Cloud call centers employ two primary technologies: automated call distribution (ACD) as well as Interactive voice response (IVR) systems.

Contact center software comprises a set of programs that automatize crucial contact center processes. Contact center software assists organizations manage their costs, build agents, track and improve satisfaction for customers, ensure conformity with regulations and laws and many more.

A software for inbound calls can help you to manage the entire customer relationship. Also known as CRM, also known as customer relationship management. It is a centralization of your customer’s requests as well as information regarding them, like what the purpose of the contact dates, time, contact information as well as the history of the contact.

 

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