Five Reasons for Switching to the Cloud Call Center

Over the past years, cloud telephony providers have seen dramatic growth and changes in the industry. Previously, many businesses had a call center to provide customer support. However, the new system allows companies to host their call centers on an external company's data center, remotely and without the need for any computer infrastructure.

Due to low infrastructure costs and the rapid transition from CAPEX to OPEX, most small and medium-sized businesses are changing from normal to cloud-based models. Asset providers in medium to small-sized markets find it difficult to maintain their market height—a way to open cloud-based call center software. 

Organizations can use advanced call center software in India without overload, conflict and potential disruptions associated with site development. Therefore, businesses that use cloud-based call centers can reduce their initial investment in infrastructure and software licenses and opt for a payment model based on actual usage. 

Cloud call center software in India, also known as the hosted call center, is a customer service function with all the basic features of a call center solution. It is provided as a network service, without the need for local call platforms: interactive voice response [IVR], dialers and CRM integration. 

Cloud-based call center software in India can be categorized into public, private and mixed cloud. Private cloud calls provide high-level performance and security and are costly. However, its Cloud component is expected to grow. The combined cloud and public sector share are expected to grow at a very high CAGR of 27.2% within the forecast period.

Before you consider what makes a cloud-based call center profitable for your business, you must learn about the types of cloud-based call centers. 

●   Public Cloud: With the public cloud telephony providers, various service providers can access applications and storage available to the public online. Other benefits include rating, reliability, flexibility and independent services in the area. However, data security is an issue in public cloud offerings.

●  Private Cloud: An independent cloud helps deal with various business security concerns within a business firewall. Companies can have better data control, reduce the risk of data loss and better comply with the rules. Here, the infrastructure is managed internally by a service provider or someone else.

●  Hybrid Cloud: As the name suggests, hybrid cloud is the integration of both public and private clouds to help businesses deploy both features. Businesses can use cloud telephony providers to store sensitive data and the public cloud to store less-sensitive data. Hybrid cloud is measurable and flexible in a secure environment, and is also very economical. 

Five reasons for switching to the cloud call center:

1. Immediate delivery: Since no infrastructure is required for deploying cloud-based call centers, all setups can be done at a high speed.

2. Stability and flexibility: Cloud-based call center software assists businesses in ups and downs based on customer traffic and business needs.

3. Work from home: Employees can work and perform all legal duties from the comfort of their homes. This helps businesses maintain a group of native speakers with better language skills at a much lower cost. It helps increase or decrease the number of agents based on call volume freely.

4. Improved business continuity: Business continuity separates cloud-based call centers from location-based solutions. Different people in the call center, such as agents, managers, and administrators, can access the cloud-based call center anywhere except in the actual location. All they require is a telephone and an internet connection which leads to better business development.

5. Focus on agency performance: With cloud-based call centers, businesses can focus more on agency performance than on hardware/system upgrades, ultimately increasing productivity. 

Cloud-based call center software in India helps businesses adapt to the growing expectations of their customers. The agent greets a customer by their name and has context to the call. As soon as the customer calls the call center, the chances of a first call resolution are significantly increased. The customer ends up feeling important and satisfied. In addition, customer information is compromised when a customer accesses a company through multiple channels (such as voice, social, chat, web, etc.), and the company does not support any channel. You can visit https://www.knowlarity.com for more information.