Despite their size, the aim of all business is to scale operations within a short time. But, one vital consideration is ensuring the setup of a call center will not hinder the process. For this reason, cloud call centre software has a decisive edge over its on-premise partner.
The objective of this article is to assist you in making informed choices. Here is all you should know regarding cloud-based center.
What is a cloud call centre software?
This is how an inbound call center software function:
- First, you need to set up a customer care number, which the customers will be calling if they have questions.
- All calls that land on this number get diverted to a virtual number. Remember, each virtual number is assigned to its unique call flow.
- Make a customized call flow, as well as IVR greeting for improved user experience.
- After details like nature of question and language preference get captured on IVR, the call get routed to the ideal agents. If the agents are busy, then the caller get assigned a number in a queue.
- After the customer get connected to an agent, they solve the query.
- Finally, the while conversation and activity of the agent get update on the support ticket software. Any query that get resolved get marked as closed, and the unresolved one remains open.
Why should you move your call centre to the cloud?
Cloud is affordable, scalable, adaptable, and versatile. Therefore, a cloud-based call center software gets a particular competitive edge. Also, cloud-based call center systems offer businesses the gains of an efficient communication channel with less expenses. You only pay for what you have chosen, and no additional costs for upgrade and maintenance.
Cloud vs. On-premises call centre solutions
Today, the two most popular call centre software models in use are cloud-based and on-premises. To assist you in understanding their differences, here is a comparison of the two:
- Cloud call centre software
Cloud is the hosting of this call centre software. Accessing this service needs the users to use an app on their computers or mobile phones. In addition, this model depends more on internet access to provide better communication services to the subscribers.
- On-premises call centre
As indicated by the name, the setting up of all the communication components (infrastructure, software, hardware) is done in your office. Besides that, communication get facilitated via IP PBX or PBX servers. These service providers bear the full responsibility for the installing, upgrading, and maintaining this setup. Also, all the functions of this model get managed internally.
A comparison of the two models in terms of:
An on-premises call center can be halted by any breakdowns in the equipment. Contrary, you can avoid the risk of call quality issues and connectivity when using call center software. All you need is to invest in an internet connection that has enough bandwidth to empower your operations.
With cloud-based solutions, your cost is in on a dependable internet connection, alongside your monthly usage bill. Although these recurring costs are frequent, the amount is lower.
On the other hand, on-premises setups need high investment costs. These includes purchase of big space for the setup, software, licenses, and software. Besides that, you incur the cost of regular upgrade and maintenance.
Setting up a cloud call center software is like installing an app on your devices. The software does not need any assembly time.
But, an on-premises call center set-up is a time-consuming process which needs you to purchase safe licenses, hardware, setup some infrastructure, and install ideal software.
There is a famous perception saying that on-premises installations are safe and free from breaches. However, huge data leaks and theft occur on these models.
In comparison, cloud service providers can avoid any potential security risks and threats by fixing security loopholes. And, staying ahead with latest updates. In fact, most services are safe.
Modulating an already set on-premises call centre is difficult. Indeed, any scaling up of operations need extra hardware and changes in the software and servers. So, scaling back of this model leaves you with extra unnecessary software.
On the other hand, customizing cloud call center software is easier, and the process is straightforward.
Advantages of call centre for businesses
- Good customer service management.
- Improved security.
- Disaster recovery.
- Reduced Downtime.
Irrespective of your business limitations, needs, or objectives, you can find an ideal cloud-based telephony solution. Furthermore, cloud-based communication solutions good customer support experience and relationship.
If you have any comment, question, or suggestion on cloud call centre software, use our comments section.