How Choosing Cloud-based Call Center Can Change Customer Experience

contact-center-with agent

If you had asked customers about their experience communicating with your call centers a year or two ago, they would have told you about having to deal with on-call hold, extended call duration, sluggish turnaround responses, an umpteen number of call transfers, the frustration they felt having to explain the issue more than a few times to different people, and so on. All these were distressing situations that were beginning to sow the seed of adverse experience, resulting in a lack of satisfactory resolution and response. But then cloud technology came along and turned around the entire game, developing a system that would make it a smooth and seamless experience for your customers.

In current times, hundreds and thousands of organisations are switching to cloud contact center software, which is helping them to cut operational costs and serve their customers by offering a world-class customer experience. This integrated cloud-based contact center offers speed, savings, and flexibility in working.

With the installation of OmniChannel, you are able to view your call volume and hire a workforce to serve customers, which reduces their hold time. Agents are clear about the types and volumes of jobs they will be required to handle throughout the day. This makes the whole system of customer service so much more efficient and personalized. Agents have the entire communication data before them, which helps them serve customers with more focus; the calls are divided so they get more time to deal with customers on a more personal level and more patiently.

Organizations that want to improve their profitability by downsizing operational costs and providing customers with superior service are opting for cloud call centers. Call center service providers understand your business as they begin to develop a system for you that will focus on restructuring communication that will be driven by technology to benefit customers by developing an enhanced customer engagement experience where entrepreneurs can achieve a lot and bear low infrastructure costs.

Call centers provide support 24 hours a day, seven days a week, and 365 days a year, allowing customers, particularly those who serve global customers, to reach them and receive responses in the shortest amount of time. With cloud call centers installed, you can expect your customers to enjoy faster, quicker, and certainly more focused and relevant responses and resolutions to their queries. Your agent and customer can chat anytime, anywhere (virtually), without the hassle of any special hardware system. As an entrepreneur, you can hire agents from anywhere because the system allows them to work remotely without the hassle of hosting data on servers. Entrepreneurs can employ customer service executives from across the world to serve their global audience and remain active across all time zones.

You are always there for your customer, irrespective of which platform he or she uses to reach you.

With cloud-based contact centers, your customer service agent can interact with your clients on the platforms they are available on or choose to communicate with. For example, whether your client has contacted you via the web, email, phone, social media, chat, or other mediums, your agent has access to the entire communication on the screen. Cloud call center agents can work on multiple platforms from a single workstation; they can multitask effortlessly and offer in-depth customer support whenever and wherever.

Accessing customer data is easy:

The system enables your agent to access customer data in terms of previous orders, chats, and current queries, among other things. This information makes it easy for your agent and customer to come directly to the point of resolution and close the matter. This feature of cloud call centers has played an important role in turning around the customer experience, as they know that the agent, they are communicating with already knows their requirements and will go after closing or completing the task.

Multiple Other Benefits, Including an Easy Switch for Your Agents:

Cloud-based call center software service providers create a system for you that syncs with your existing system and is simple enough for your agents to use with minimal training and familiarization. When you choose an experienced cloud phone service provider, whether in Canada or the Philippines, OmniChannel software solution provider will design a system that meets your needs, is scalable, and will provide you with a package that fits within your budget.


Cloud phone providers ensure they are always ahead of security threats, keeping their teams on their toes at all times to deal with any unwarranted danger. Cloud contact centers provide much higher levels of security than traditional call center systems did until recently. Cloud call center data shared between your customer and agent is secure on servers managed by call center service providers. They offer you details from time to time. All the documentation on servers is given access after due authorization and after consulting with you to ensure it does not fall into the wrong hands.

Contact Your Customer With Cloud-Based Call Center


Contact Your Customer With Cloud-Based Call Center

Call center software has traditionally been known as a phone service for resolving customer issues. Though it remains a prime customer engagement method, many communication channels have developed and taken the quality of customer’s experience of doing business online, a lot higher.

We’ve created this blog to share information regarding important aspects of installing and integrating cloud-based call center software for the sales force of your enterprise. You’ll learn about difference between call centers and contact centers as well as their features and functionalities. Through this blog we will also throw light on points you ought to keep in mind to select the best contact center software for your business.

What is Cloud Based Call Center ?

Cloud-based contact center is advanced functionality software which empowers an enterprise to handle customer calls and engage in customer interactions via web. Cloud software service provider’s job is to customise and install technology or system for a business house that will help businesses of various kinds to create a better experience for their customer. The contact center software primarily focuses on providing multiple communication channels, viz. phone, social media, email, text, live web chat, that client can choose to interact with the organization based on his/her convenience. Cloud software service offers advanced functionality which goes beyond dialing and receiving calls.

Customer Interaction is a critical part of any business irrespective of size of business or its geographical location. Modern online customers use email, chat, social media and text to connect with clients they want to engage in conversation or business with. This trend of connecting via diverse channels has seen a steep rise in recent times. Considering it, the need to modernize the call center has become imperative; and more and more business houses are showing interest in installing the upgraded cloud- based call center software.

Demand for Call Center Software Solutions on Rise

Every competent business organisation that wants to stay at the top of its game should consider adding as many communication channels in order to give its customers a superior business experience. No matter where your business is based, Vietnam or Philippines, call center software has the power to strengthen your engagement with your potential client improving your chances of success manifold.

How Does Cloud Contact Center Service Work ?

Cloud contact center software facilitates multiple communication channels for incoming & outgoing interaction between a customer and the business via voice, text, ticketing, social media and video communications with help of a high-speed internet connection. This is also a very convenient and hassle-free option because when an enterprise hires services of Contact Center Software Service providers, responsibility to handle the technical setup, equipment, and maintenance of the servers lies with the Contact Center Software Service provider.

How Does Contact Center Software Service Work ?

Business houses that opt for cloud-based software solutions neither have to purchase any telecom hardware nor worry about the installation and its maintenance. When you choose powerful & easy-to-deploy-and-use call center software, it lowers your IT infrastructure installing cost and improves Return on Investment (ROI). What your business get is a full-featured, multichannel contact center with advanced functionality to deliver better customer experiences.

Difference between Cloud Based Call Center & Contact Center ?

Businesses using cloud-based call centers are equipped to handle heavy flow of incoming and outgoing phone calls as the software offers scalability. Representatives or sales team interacts with customers over phone in real time from office or remote location (home, holiday).

On the other hand, business that deploys cloud-based contact center software, sales team or representatives handle enquiries and interact with clients not just over phone, but via multiple channels that includes phone, email, social media, text message, and live chat.

Also, cloud based contact center enables representatives to access and view customer data and past interactions from all the channels they may have used in their previous interactions. Access to such information helps sales team to offer support & solutions which the customer is expecting. Sales team has the option to choose to reply between text message, live chat, call with a software-based dialer, ticket etc.

Factors such as secure data integrations and access to data that can solve clients’ issues to their utmost satisfaction makes cloud contact centers an ideal solution for overall growth of business. It is an effective tool for sales teams to set their organisation on the path of growth.

Advantages of Opting for Cloud Contact Center Software

Demand for cloud software service providers is on the rise. Whether you want to hire service provider of call center software in Philippines or New York, everyone agrees it is a highly modern, business-friendly, feasible & effective tool. The set-up & installation of cloud contact center software is quick. Maintenance costs are low. Business data is stored in cloud, in a highly secure environment. The software enables user to work from remote location. It helps users to perform at their optimum; improves efficiency and productivity of the team using the system. The software is scalable, meaning when volume of calls increases it can be managed on the same software and there is no need to replace to upgrade the installation. Last but most important, it takes customer experience many levels higher, improving organisation’s chances and pace of growth.

Those planning to shift to cloud contact center software should also read ‘How to choose the best software?’.

Dated : March 2, 2022.