In order for your business to be successful, you need to know what your customers want, and that includes being able to answer questions about problems with their purchases and understanding how to operate items. The easier it is for you to communicate with the users about your products and services, the better chances you’ll have of showing customers that you are a business they can trust, hence keeping your company in a good place. Fortunately, the digital world is making it easier for people to stay in touch with one another, and businesses are benefiting greatly from this thanks to the cloud.

There are generally two levels here. A Cloud Call Center and a Cloud Contact Center.

A Cloud Contact Center is a comprehensive suite of tools, applications and cloud-hosted services for contact centers in organizations that require multiple communications channels (including phone calls and messaging), sophisticated call routing, agent management and analytics. Another way, a contact center is a department or facility that handles contact with customers or clients. Whereas a call center only handles phone calls, a contact center handles communications over multiple channels.

How the technology works?
Companies of a variety of fields using on-premise call centers are able to communicate with their customers by taking and receiving calls. These calls may regard anything from orders to questions about products and services, both current and up-and-coming.

Cloud-based alternatives take these interactions to another level by providing computer-focused systems that offer different ways for customers to get a hold of representatives. Communication between both parties is accomplished through voice and digital avenues, whether it’s phone calls, texts, emails, or social media-based methods. Advanced technologies such as skills-based routing, work force optimization, predictive dialing, coaching, speech analytics, voice recording and search as well as many others are available to enhance the customer experience.

Cloud Call Center (the first level):

A Cloud Call Center is a web-accessible platform for handling customer calls and interactions. Call centers based in the cloud can be accessed from virtually anywhere, eliminating the need for a physical infrastructure, which may reduce operational costs and increase scalability to support evolving customer experience strategies.

Premise based call centers with users in multiple locations spend significant time, energy and money determining how to most effectively use their distributed agents. In order to do so, they:

  •  Build complicated routing techniques to regionalize calls;
  •  Utilize expensive lines to reroute calls from one location to another when local queues are busy;
  •  Force all calls for a particular skill to a single location (which is more effective but introduces risk)

The need to modernize the call center is imperative . As the costs to maintain and upgrade call centers continue to increase, it’s time to consider a cloud call center to deliver optimal customer experience. Often times deployed in minutes, with zero up-front capital investment, a cloud call center lets your company deliver state-of-the-art capabilities that transform your legacy call center to a call center that supports both digital and voice interactions. .

Benefits of a Cloud Call Center:

  • Reduce operational costs and improve ROI
  • Empower employees to deliver optimal Customer Experience
  • Improve scalability and flexibility to meet the changes needs of your business
  • Maximize Staffing
  • Cloud call centers ignore geography
  • Improve average speed of answer


Cloud Contact Center ( a step up):

Getting the contact center right is essential for a client-facing organization's success. If sales or support calls aren't handled well, it can result in lost revenue and damaged reputations.
Large organizations (such as businesses, charities or government departments) face many challenges when handing communications with their customers or clients.

Challenges of a Contact Center:

  • Customers and clients expect to be able to contact an organization using their preferred communications channel, whether that's a phone call, an email or an instant messenger chat.
  • Contact centers need to route calls and messages to the correct department or agent so that customers and clients can get a quick resolution to their issue.
  • Contact centers need to be as efficient as possible, and so they need to manage their agents' time well and automate as much of the process as possible with functions like auto-attendant or music-on-hold.
  • Contact center supervisors need to monitor and optimize the services they provide.
  • IT departments need to deploy contact center systems as quickly as possible, with as little overhead as possible.

A Cloud Contact Center solution can help large organizations meet the challenges of communicating with their customers or clients.

Benefits of a Cloud Contact Center:

  • Integrates multiple communications channels into a single system so that agents can communicate with customers or clients by phone call, email or instant messaging, and maintain a consistent record of all communications regardless of the format.
  • Includes advanced call-routing, aided by auto-attendant and sometimes by interactive voice response (IVR), to ensure that customers and clients get to speak to a qualified agent in the right department as quickly as possible.
  • Uses automated services like auto-attendant and music-on-hold to reduce the number of staff required to provide the contact center service and to take care of callers until an agent becomes available.
  • Features workforce management tools so that agents and supervisors can manage their time effectively.
  • Gives supervisors access to high-level dashboards and detailed analytics, including data like average call duration, call waiting time and agent idle time, so that supervisors can optimize their contact center.
  • Is hosted in the cloud by a service provider, such as a telecom network operator or a dedicated contact center service, eliminating the need for the contact center organization to deploy or maintain any hardware systems other than the computers and phones that agents and supervisors need to access the system.


There are some generalizations in this graphic from Compare Business Products but it's a good starting point.


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