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What are Cloud Contact Centers

Oct 1, 2019 / CT Solutions

Cloud contact centers are what once was an on-premise contact with your clients through hardware, a cloud or a center available through the internet.

These centers provide quick and easy access to the services any company may need to communicate in today’s technological world.

The difference between a contact center and a call center is that, the contact center manages communication with customers or clients over different channels while a call center is only in charge of managing phone calls.

Having a contact center is a key solution in any organization to guarantee success. There must always be a department that handles calls or sales. When a client does not feel taken care of or listened to that can damage your reputation and in turn your revenue.
The bigger the organization or company, the more challenges they begin to face. The bigger your business, the bigger the communication scale should be. People, mainly clients, want their questions answered.

What is it that customers/clients expect?

  • Clients and customers expect there to be simple and direct communication with the company or business they are trying to contact. Whether it be a phone call, an instant message chart or an email.

  • Clients need to have easy access to the contact centers and they also want quick responses to their inquiries.

  • For any business communication to work the contact center must be as efficient as possible. Processes need to be laid out, managed and automatized as much as possible. Nowadays functions like music, or automated responses help make the client feel like they are being acknowledged.

  • Every service provided should be optimized and made as simple as possible for each and every client.

  • The IT team in your company should provide quick and easy ways to optimize the contact center. Making it comfortable for both the company and the client.

Having and offering a Cloud Contact Center truly makes large and small organizations accessible and even more successful. Your business depends in many cases of happy, satisfied and clients that feel taken care of.

The features a Cloud Contact Center Solution can provide your business are:

  •  It incorporates all of the communications through one channel in to the same system. This helps your team communicate with the client through the same channel. Whether it be by a phone call, email or text messaging.
    With the cloud you can record calls, keep emails and all forms of communications stored in the same place.

  • The cloud system also lets you have call-routing. This helps ensure the customer is directed to the specific department or area that needs to be addressed, reducing the time that it could take to receive some type of answer by the company.

  • The Cloud also helps managers, manage better. They can manage their time more effectively and make sure the team has the correct tasks at hand.

  • Managers and supervisors need information, The cloud is one of the most effective ways to collect certain information like, how long each call takes, how long clients need to wait until they get a response, how long an agent takes to receive a call. With this data they can make better and smarter decisions.

  • Using a Cloud Communication service provider like MITEL, can eliminate any kind of expensive and space consuming hardware like phones to access to the system.

Business contact centers have gone through major changes in the past years. They have innovated and have had a mission to improve the interaction between any company and its customers.
Around 62% of businesses have already moved to the cloud and 42% of companies are in the midst of doing so as well, according to DMG consulting.

So why is it that companies are all moving to the cloud?

  1. Fast and easy to implement.

    We all want things now, fast and easy. Well, the cloud system can be implemented this way as opposed to on premise systems. They can take months to deploy while the cloud can take max a week to get started.

  2. Enhanced Security

    Although there has been general worry about the security of the cloud, because a lot of private information is being handled (credit card information, social security). Cloud contact centers have invested large amounts of time and money to provide higher and more encrypted security than on-premise contact centers.

  3. Scalable and flexible

    When your company grows you want the systems you implemented to grow with you. Adding or taking away users is easy and fast.

    You can also have remote agents using the same system with limited access. Again, adding or removing them can take minutes.

  4. Globalized Business

    Because of how easy it is to add or remove agents from the cloud communications system, this lets you provide even more access to your own clients. You can offer agents that speak different languages and do not need them to work at an office. Reducing costs and amplifying your range of access.

  5. Effortless Innovation

    When implementing new features and innovations, with a click of a button you can get the newest and most updated version of the cloud communication solution. With on-premise call centers you need an expert to go and update it for you, making it a slow and more complicated process.

  6. Immediate data

    One of the most fascinating benefits a cloud center can provide for you it having all your information in real-time. They say information is power and when you can it now, in the current time you can make faster choices and provide better services for your clients.
    CT offers you the best most innovative cloud solutions for your business.
    We are located in the South Florida/Miami area.
    Call us today!

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Oct 1, 2019

What are Cloud Contact Centers

Cloud contact centers are what once was an on-premise contact with your clients through hardware, a cloud or a center available through the internet.

Read More