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The Cloud-Based Contact Center Explained

What is a Cloud-Based Contact Center?

A cloud-based contact center can handle all inbound and outbound communications on their server for a third-party client. Cloud computing and virtual machines have become increasingly common among a variety of technologies for good reason. A study by Gartner calls the cloud “the powerhouse that drives today’s digital organizations.”

The study predicts that worldwide end-user spending on public cloud services will grow 20.4 percent in 2022. With the rise of cloud-based technology, it’s not surprising that it’s migrated over into the world of call and contact centers. 

To understand whether or not cloud-based contact center solutions are right for your organization, it is important to understand just what “the cloud” is, how it works within a contact center and how technology like The Thinking Machine increases customer satisfaction. 

What is the Cloud?

Before we can understand what a cloud-based contact center is, it’s helpful to clarify just what the cloud is. We use the cloud on a regular basis; Netflix, Gmail, and Dropbox are all cloud-based solutions. Information that you can access is stored on servers that are located somewhere other than on your computer. These solutions make accessing this information easy and practical. 

“The cloud refers to web-connected servers and software that users can access and use over the internet,” explains an article by Forbes. “As a result, you don’t have to host and manage your own hardware and software. It also means that you can access these systems anywhere that you have access to the internet.” 

What Are Cloud-Based Contact Center Solutions?

By definition, cloud-based contact center solutions are simply software solutions that handle customer service for a company through the internet. Because the platform is hosted on the cloud instead of on-premises, cloud call center platforms save costs, make software updates faster and easier, and allow for greater flexibility. 

Advantages of Cloud Contact Centers

For successful call center management, contact centers must keep up-to-date with communication and IT technologies. This poses a problem for many traditional contact centers, which are typically very limited in terms of technology. Hardware updates aren’t easy and are usually expensive and time-consuming. As a result, live agents must pick up the slack from insufficient technology, and time gets wasted on basic customer requests and client management. 

The ability to employ conversational AI as part of the solution can increase a company’s bottom line. Check out our ROI calculator to see how basic Tier One automation can increase efficiency as well as the bottom line for your business. 

Cloud-based contact centers 

  • make updates easy and relatively inexpensive, 
  • allow companies to use the newest technologies, and 
  • exceed customers’ expectations with continual improvements. 

When you move your contact center to the cloud, you’ll be able to 

  • unite siloed solutions, 
  • automate Tier One requests, 
  • and drastically improve your customer service. 

The cloud also improves scalability within an intelligent contact center. Because everything is stored in the cloud, storage space is unlimited. The cloud can unite a variety of solutions, making training agents less time-consuming. It’s easy to add additional agents during busy seasons and get them access to the information they need.

Our Cloud-Based Contact Center Solution

Replicant’s cloud-based contact center solution offers the latest conversational AI technology that allows customers to have an intelligent contact center experience. Use our Thinking Machine to solve support issues quickly and naturally.

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