What do we mean by a Cloud Contact Centre Solution?
A cloud contact centre, also known as a cloud-based contact centre, or sometimes even, a virtual contact centre, is a customer service and support solution that operates in the cloud. It leverages cloud computing technologies to deliver a scalable, and flexible contact centre infrastructure without the need for on-premises hardware or software.
In a cloud contact centre, the key components such as the telephony system, Interactive Voice Response (IVR), Automatic Call Distributor (ACD), and Workforce Management (WFM) tools are hosted in the cloud.
Agents can access the contact centre platform from anywhere with an internet connection, using their computers or mobile devices.
Key Features of a Cloud Contact Centre
Scalability: Cloud contact centres offer the flexibility to scale up or down based on business needs. You can easily add or remove agents, phone lines, or other resources without the constraints of physical infrastructure.
Cost Savings: With a cloud-based solution, you eliminate the upfront costs associated with purchasing and maintaining hardware and software. Instead, you pay a subscription fee based on your usage, which can result in significant cost savings.
Geographic Flexibility: Cloud contact centres enable remote and distributed workforces. Agents can work from various locations, allowing businesses to tap into a global talent pool and provide support across different time zones.
Omnichannel Capabilities: Cloud contact centres support multiple communication channels, including voice calls, email, web chat, social media, and SMS. This enables businesses to provide a seamless customer experience across different channels.
Integration and Analytics: Cloud contact centre platforms often integrate with Customer Relationship Management (CRM) systems and other business tools. This integration allows for better data management, analytics, and reporting, leading to improved decision-making and customer insights.
Disaster Recovery (DR) and Business Continuity (BC): Since the contact centre infrastructure is hosted in the cloud, it is inherently resilient to hardware failures and other disruptions. Cloud solutions typically have built-in redundancy and backup mechanisms, ensuring business continuity in case of outages or disasters.
Overall, cloud contact centres offer greater flexibility, scalability, and cost-efficiency compared to traditional on-premise solutions. They empower businesses to deliver exceptional customer service while adapting to changing business needs and customer expectations.
Leveraging Cloud in Your Contact Centre
Relying on the cloud is now second nature to so many of us. The success of smartphone technology means we can now choose to contact businesses at any time and from almost anywhere. It’s our portal to the digital world and it's made remote working possible with collaboration tools, online meetings, shared documents and cost-effective data storage.
Working together with one of our many partners, we are confident that the right cloud platform will enable your contact centres to thrive. Whether it's improved security, efficiencies, agility or productivity we’ve got you covered. Our specialist resources can help guide you through how to transform your business with multi-channel cloud communication, easy-to-integrate tools and capabilities like Artificial Intelligence (AI) that enable companies to provide a better experience for both their employees and customers.
So How do we Work with Your Business?
With hundreds of previous contact centre and unified communication transformations under our direct management and programme delivery, we truly are experts in the design, delivery, and management of communication services. We help businesses cut through the noice and embrace cloud communication technology by simplifying the process, time and the cost of delivering cloud communication technologies, whilst supporting and driving business into the future.
So, whether it's providing independent consultancy, helping you drive your business forward through technology innovation, or supporting you with our unique SaBRE 360 approach, we are here to be your trusted communications partner.
What that means in practice for your business and contact centre, is that our dedicated team can provide you guidance and/or a cloud platform that allows your contact centre to scale up or down quickly, as and when needed. With a ‘work from anywhere’ solution, agents can multitask, work more efficiently and serve more customers, increase sales and your business can grow. Plus, omnichannel capabilities, key analytics and improved productivity.
But it doesn’t stop there! We stay with you on your journey and continue to evolve and innovate with you to ensure your roadmap and strategy are achieved through the best cost-effective solutions in a seamless fashion.
We constantly thrive to find new ways that contact centres can leverage technology such as AI to analyse and predict customer requests which, for example, can improve agent productivity, up-selling and the overall customer experience.