What is a Cloud Contact Center & The Benefits

Author: Wisam Abou-Diab
What is a Cloud Contact Centre?

When you think “cloud contact center”, think a program or platform that is hosted on an internet server (just like how Google or Microsoft host our emails on their platforms) that allows your contact center/customer support team to handle all types of customer communications such as phone calls, emails, web chats, & texts. Since the program is internet-based, it allows your teams to handle all these communications through a simple web page with a login.

A cloud contact center will eliminate the need for your agents to have hardphones since agents will now be handling calls through a web browser, using a desktop headset. Also, instead of your agents using separate systems for web chat, SMS (if they do already), and email, they will now handle all communications through the internet-based contact center program.

The Benefits

So what are the benefits of a cloud contact center? There are many. We’ll list the main benefits below!

1. Scalability

what is a cloud contact center?

Because your agent’s phones are now through a web browser, scaling is simple. If you need to add more agents, create new logins, that’s it!. Contact center licenses are much more flexible, you only pay for what you use. This is vastly different to most on-premise agent licensing where you sometimes have to purchase blocks of licenses and not even use all of them.

Another form of scalability is the number of call volumes you can handle, or have in queue. With an on-premise legacy phone system, you will need to invest in new hardware and architecture to handle more call volumes to prevent busy tones. However, with a cloud contact center, its much more cost-effective as they rely on servers that can scale up and down with ease without the need for new hardware. Busy lines are never an issue.

And finally, phone hardware is another costly issue with on-premise systems. When you want to scale, you will need to purchase more desk phones. With a cloud contact center system, all you need is a USB headset for the existing computer. Configuring an internet desk phone to connect to the computer is optional.

2. All Communication Channels in One System & Reporting

With a cloud contact center system, agents can handle all communications from all channels (phone, email, SMS, webchat) in one system. All communications are recorded within the system such as recorded calls, chat transcripts, emails, etc, simplifying the way you view your reporting to make future improvements & identify KPI’s. You can also have customers on all the channels routed to the right agent depending on the inquiry. It’s not limited to voice only!

Agents will also be more efficient when all channels are consolidated, allowing them to even handle multiple inquiries at once. They can also use preset responses or scripts that are in the system to provide the most accurate information, every time, reducing callbacks and caller frustration due to misinformation.

3. CRM Integration

Many cloud contact center solutions offer the ability to integrate with your CRM. The advantage of doing so is having the ability to maintain context within the conversations with your customers. Your customers will feel like you know their situation better, and your agents can leverage their information to provide a more comprehensive service.

With a CRM integration, teams are also better connected, such as contact center agents and back end business users, which creates a seamless workflow for certain tasks and improves internal collaboration. With better collaboration, resolution times are improved greatly.

4. Quick Implementation

Cloud contact center systems are fast to deploy compared to their on-premise counterparts. Due to the lack of hardware, set up is seamless, and more time may be spent setting up features such as skill-based routing and CRM integration.

5. Remote Agents

Remote Agents

Agents can work remotely since a cloud contact center is web-based. All they need is a strong internet connection, a computer, a headset and a login. Setting up remote agents is an advantage if you have customers across the globe, or if you have part-time agents that you would prefer to work from their home office.

A cloud contact center system will record their interactions in the same way as your local agents, making it easy to view performance metrics for your agents as a whole or individually.


If you would like to find out more about a cloud contact center solution, hit the contact button at the top of the page, or use our webchat. One of our many experts will be there to answer your questions and show you a demonstration of our cloud contact solution interface.

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