Discover the Benefits of a Cloud Contact Center

Cloud contact center solutions, also known as contact center as a service (CCaaS), enable faster innovation and lower operating costs so you can improve your customer engagements. Cloud contact centers are open, flexible, and scalable and complement your unified communications as a service platform with an infrastructure that makes it easy to deliver a modern and exceptional customer experience.

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What is a cloud contact center?

Cloud contact centers serve as the central hub for all inbound and outbound customer communications. Unlike call centers – which traditionally only used voice as the primary method to communicate – cloud contact centers are omnichannel, to meet the needs of consumer expectations and today’s modern business.

Rather than rely on expensive, on-premises hardware, cloud-based contact centers can be accessed from anywhere and are compatible with mobile devices, and softphones, and can be integrated with other cloud applications and telephony systems.

How does a cloud contact center work?

Cloud contact center software is an innovative and cost-efficient alternative to legacy on-premises technology. Cloud contact centers integrate with other software-as-a-service applications as well as layer onto existing unified communications platforms to create a seamless platform for internal and external communications.

Internally, this enables contact center staff to work seamlessly across the organization and reach back-office experts, while engaging with customers in real-time.
Agents also have quicker access to customer data, including previous inquiries, payments, and purchase history. As a result, agents are more knowledgeable, confident, and able to deliver an elevated customer experience that improves customer satisfaction, loyalty, and retention.
Externally, contact centers can engage with customers over voice, webchat, SMS, video, and other channels.

What are the benefits of a cloud contact center?

Cloud contact centers offer numerous benefits for today’s organizations. Because of its scalability, cloud contact centers are ideal for businesses of all sizes. Here are a few of the biggest benefits of a cloud-based contact center.

Intuitive

Because cloud contact centers are open and extensible, they can easily integrate with your pre-existing tools, providing a more intuitive and streamlined experience for call center agents. When combined with your unified communications platform, Zoom Contact Center delivers the same simple experience users have come to know, and greatly minimizes the learning curve for agents.

Flexible

Today’s IT teams need solutions that are flexible to deploy and easy to integrate with other applications and systems.

Likewise, today’s workforce requires flexible solutions that can work from anywhere. With a cloud contact center, agents have access to the same features and customer data whether they work from home, in the office or a combination of both.

Scalable

As companies grow and technology evolves, so do their needs for new capabilities. Cloud contact center solutions make it easy to select new services, add additional agent licenses, increase security features, test new tools, and integrate the contact center into the critical applications you use to run your business so you can improve workflows and organizational responsiveness regardless of how fast your business grows.

Innovative

Cloud-based contact centers enable greater feature velocity and innovation so you can create differentiating experiences that help your business stand apart from the competition. With the freedom and flexibility to communicate across devices, browsers, or locations, cloud contact center solutions enable businesses to deliver seamless customer service experiences.

Cost-effective

Traditional call centers typically include clunky hardware or legacy PBX systems that require a substantial upfront investment and are expensive to operate and maintain. This technology gets even more costly and resource-intensive as it nears its end of life. Contact centers built in the cloud are continuously being enhanced with new features, fixes, and functionality. This means all your employees benefit from enhancements without the need for IT staff to do the onsite upgrades. A cloud solution also allows you to pay only for the services you need and doesn’t require you to replace hardware every time you upgrade.

Cloud contact centers and hybrid work

A hybrid workforce requires communication solutions that promote employee productivity from any location. As organizations continue to empower employees to choose where and how they prefer to work, cloud contact centers offer flexibility for agents and supervisors working at home, at the office, and in any hybrid work setup in between.

Rather than limit employees to the technology that exists at their office, cloud contact centers provide secure remote access to your customer database from any device with end-to-end encryption, firewalls, advanced authentication, and the application security features today’s businesses require.

Cloud contact center features

While no two cloud contact center solutions offer the same features when evaluating cloud contact center solution providers, here are some of the most important features to consider.

Ease of setup

Provision phone numbers and program a contact center flow in minutes with Zoom Contact Center’s drag-and-drop modules. With no coding required, it’s easy to automate your customer interactions with automatic speech recognition, recordings, and text-to-speech.

Seamless integration

Cloud contact centers offer easy integrations with CRM software, productivity tools, and unified communications platforms. Zoom Contact Center allows you to simplify the call routing process and embed web chat, video, recordings, and more directly into your customer journeys. Your telephony system, interactive voice response (IVR), and automatic call distribution (ACD) can also seamlessly integrate with your business tools and databases for more efficient and effective call routing.

Built-in analytics

A CCaaS enables contact center teams to optimize agent productivity and the customer experience with access to robust analytics that measure productivity, call performance, quality management, and self-service metrics through real-time and historical data.

Security

Because they integrate with industry-leading collaboration and CRM tools, cloud contact centers are managed by commercial cloud data centers that feature advanced disaster recovery programs and SOC 2 Type 2 certifications. Zoom Contact Center is built on the same secure Zoom platform and encrypts all real-time media (audio, video, screen sharing) with 256-bit AES-GCM encryption.

Call routing

Cloud contact centers use advanced routing techniques that enable you to add intelligence to the customer journey including crawling through applications and source of truth documents to personalize the customer experience. This intelligence also improves agent efficiency, by routing calls to specialized agents based on parameters such as digital channel, skill and proficiency level, or the customer’s phone number.

Learn more about Zoom Contact Center

If you’re looking for a cloud contact center that’s easy to deploy and integrate into your existing communications infrastructure, learn how Zoom Contact Center can elevate your customer engagement and agent experiences.

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