What is a cloud-based call centre?

Monday, 9th May 2022
Customer service advisor using headset

A cloud-based call centre is an internet-based facility that manages a company’s entire inbound and outgoing client communications. It is a software package that includes a comprehensive set of tools and applications that enables you to provide exceptional customer support across a variety of channels, including voice, SMS, email, and social media. In this article, we examine what cloud-based call centre are and the benefits for businesses looking to switch or take up a new cloud telephone system.

What advantages does a cloud-based contact centre have over traditional infrastructure?

Many contact centres are still using outdated technology and call centre software that can’t keep up with the way customers and organisations communicate these days. A cloud contact centre is a modern alternative to on-premises contact centres that leverages the most up-to-date communications technologies. It has numerous advantages for companies that wish to consistently meet and surpass their consumers’ service expectations.

If your company still uses legacy contact centre technology, you are probably aware of the system’s limitations. It is possible that you cannot simply add additional channels (such message, email, chat, social media, or in-app messaging) or adjust your basic call routing system. Maybe you’ve implemented a cloud solution or two, but they are still isolated from the rest of your systems and cannot communicate with one another. When your technology is working against you, it is difficult to assist customers.

What are the advantages of working with a cloud-based call centre?

    The following are some of the advantages of using a cloud call centre:

    • The ability to scale. The number of calls at many call centres varies dramatically from season to season. For example, some companies have a large surge in call volume around the Christmas season, followed by a low, consistent volume for the remainder of the year. They would have to buy hardware and software licencing for their peak call volumes if they used older “on-premises” technologies. They would be paying for unused licences and inefficient equipment for the remainder of the year. A cloud contact centre, on the other hand, only charges for the seats that are used, making it a more cost-effective strategy.
    • Hybrid working. With a good internet connection, cloud technologies may be accessed from anywhere. A cloud call centre can use this to assemble a team of at-home employees. Being able to hire staff who can work remotely is advantageous in markets where it is difficult to recruit and hire skilled individuals. Many call centre employees also view working from home to be a benefit.


    Enreach cloud phone system

    A cloud phone system is much more than the internet protocol that transmits data (voice) from one end of a connection to the other. Call management, professional voicemail, marketing on hold, chat functionality, CRM connectors, video chat, and other features are all included in a cloud-based phone system. Cloud phone systems are simple to set up and adapt to your business’s needs; they are also flexible and expand as your company grows.

    There are no cables required, and the system may be accessed from any internet-connected device. This makes it easier for organisations with numerous locations to collaborate or for employees who want the flexibility of working from home.

    Cloud phone systems are stored on dedicated servers in secure off-site locations. As the server is not kept on the business premises, which could require additional protection, this provides greater security for organisations.

    Customer service managers benefit from additional data and management options provided by cloud phone systems. They can see how many calls staff have taken or made, how long those calls lasted, and other key facts like missed calls or opportunities. This information can help businesses enhance their efficiency and customer service.

    Why choose Enreach?

    All our business phone systems have a set monthly price and include 24/7 support, online billing, and comprehensive training. We can tailor your phone system bundle to incorporate all the capabilities your company need, so you don’t have to pay for items you won’t use. Every telephone system includes features like team messaging, auto attendant, call forwarding, and an online portal to help your sales staff stay focused on growing their business and improving customer connections.

    We have over 25 years of experience assisting over 5,000 companies in a variety of industries, including manufacturing, healthcare, finance, construction, and many others. We create business phone systems that work for you. Your own dedicated account manager will be with you every step of the way, from customising your business phone system to meet your company’s needs, to training your employees and providing ongoing support whenever you need it.

    If you want to find out more about cloud-based call centres or discover the cost and benefits relevant to your business, you can get in contact with our professional advisers who will help you through every step of the process.

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    Enreach UK Ltd, Communications House, Hadley Park, Telford TF1 6QJ
    Call us: 0800 097 6543 Email: enquiries.uk@enreach.com

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