What is a Cloud Contact Centre?

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If you are looking for an easy way to unify all the channels your business uses to communicate with customers, you will no doubt come across the term ‘cloud contact centre’. This article explains exactly what a contact centre is, why being in the cloud makes it extra special, and how a cloud contact centre solution could solve multiple business needs.

The Effects Of Disparate Communications 

The way customers communicate with businesses has changed massively over the years. Not only have methods changed (does anyone write letters and send faxes anymore?), but customers also have a wider range of ways to get in touch with you. From telephone to chatbots, a business that aims to improve customer relations will have multiple ways clients can talk to them.

Providing multiple ways for people to talk to you improves customer experience, but it can create a new set of issues. With contact occurring over multiple platforms, things can get messy for both customers and team members that are handling communications.

At your end, there may be frustration having to switch between different channels, messages missed, confusion when a customer sends the same message on more than one channel, and people trying to link up new communications with existing client records. Transferring clients to the right people internally could also be tricky when transferring between different methods of communication.

For customers, it can be frustrating – if they’re new customers, they want to be put through to the right department quickly, and for returning customers, they expect you to have access to their files, no matter the method they have used to get in touch.

When the above happens, your business could lose new sales, face negative feedback from clients, struggle with team productivity, and potentially staff retention.

If only there were a solution…

Cloud Contact Centre Solutions

A contact centre at a typical UK business is the department which handles all customer-facing communications – this may include calls, emails, instant messaging etc. This differs from the traditional call centre, which would usually only handle calls.

A cloud contact centre is a contact centre unified – all communications go through one central app or platform, removing the need to switch between multiple channels. Because a cloud contact centre is hosted online, this also removes the need for hardware or the need to be in one physical location – your team can access all your customer communications, anywhere, anytime.

Handling all communication channels, inbound and outbound, in one simple solution is the major attraction of cloud contact centre solutions.

a white cartoon figure with headset to represent an agent in a cloud contact centre

How Do Cloud Contact Centres Work?

Cloud contact centres, also known as omnichannel contact centres, work in a similar way to an in-house contact centre would work, just faster, smarter and with a lot less fuss.

The major difference is all communications are carried out over one channel using your internet connection and calls use VoIP technology. Set up, maintenance, hardware, and all the extra bits of fuss that come with a self-hosted contact centre are removed as the cloud contact centre provider looks after it all.

The list of channels that can be linked up and accessed through a cloud contact solution such as ours includes calls, messages, internet chats, social media messages and more.

Our cloud contact centre solution also seamlessly integrates with many of your favourite tools such as Salesforce or Slack. Our solution comes with an in-built CRM or if you prefer, it can integrate into your CRM system.

The Benefits Of A Unified Approach

According to this article from IT Showcase, 57% of respondents to a questionnaire sent to SMEs are planning to “drive business efficiencies and profitability through increasing adoption of cloud computing.” It’s also estimated that over 80% of SMEs already have some sort of contact with a cloud-based solution and that trend is growing. Perhaps increased by the Covid-19 pandemic and the advent of permanent homeworking or hybrid jobs, but large-scale migration to the cloud was already happening, pre-pandemic.

Cloud solutions, in general, offer more benefits than self-hosted solutions and the same is true of cloud contact centres.

For businesses, cloud contact centres are attractive because solutions can be deployed quickly, online. With no need for hardware setup, most solutions can be used ‘out of the box’. Flexible contracts are also a major draw – most providers want to grow alongside your business so make it easy to adjust your package to suit your growing business needs. Traditional systems can become quickly outdated when a business grows quickly.

Maintenance and downtime aren’t an issue with cloud contact centre solutions either – maintenance downtime shouldn’t affect your day-to-day business as updates or improvements are simply rolled out as software updates by your provider.

Pricing is another attraction for businesses, particularly at a time when many SMEs are looking to rein in spending. Cloud contact centres are cheaper than traditional options, often with no upfront fees and simple, cost per user based, monthly fees.

Your customers also benefit when you make the switch to a cloud contact centre too. Super-efficient communication routing means queries get to the right person, faster. This means faster, more accurate responses for your customers and less time on hold or waiting for someone to respond to a message.

Daktela UK

Daktela provides one of the most efficient omnichannel contact centre solutions on the market. If you want to join our existing customers and benefit from unified communications through one simple app, book your demo today. 

If you would prefer to call us first, you can reach us on 0800 470 2159.

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