Customer service looks different in today’s virtually-driven business landscape. Organizations are seeing a bigger desire in customers to connect across multiple communication channels and have personalized experiences. This shift puts pressure on the contact center.
Cloud contact centers deliver call and contact center functions and capabilities paid via a monthly subscription model. This cloud-based solution helps organizations meet the expectations of modern customers through omnichannel and advanced features.
Soft costs are minimal, and you’ll spend less time on patching, updates, and application refreshes with a cloud contact center. You’ll also benefit from:
- The ability to deliver superior customer service
- Better data analytics
- Increased efficiency of internal communications
- Easy agent performance tracking
- Line of business application integration
Cloud Contact Center Features
Cloud contact center solutions offer inbound and outbound communication channels and a robust feature set that includes:
Voice
Web chat
Social media integration
Reporting capabilities
Schedule forecasting
Next-generation cloud contact center solutions leverage machine learning and artificial intelligence (AI) to enhance customer service by providing the self-service portals customers want with real-time data into customer behavior.
How Cloud Source Can Help
We help determine which cloud contact center solution is right for you. Our process matches your criteria, industry, compliance requirements, and overall goals with our wide array of cloud contact center service providers to make sure you’re making the right decision. There are a number of considerations to make with a change to a cloud contact center. We’ve been through this and can help be your guide not only with the vendor evaluation process, but throughout the transition and the entire lifecycle of the solution.