Cloud Contact Centre

What are cloud call centre solutions?

Cloud call centre solutions are web-based applications that are used by customer facing and back office teams to deliver customer service and support efficiently and cost-effectively.

Cloud call centre technology is incredibly versatile and enables your customers to connect with your business in the way that they prefer – via voice, email, mobile, or messaging.

Because they are cloud-based, hosted call centre solutions can be run from anywhere that has internet access.

Four critical benefits of cloud call centre solutions

Regardless of your industry, cloud-based call centre solutions offer a myriad of time and cost-saving benefits for both inbound and outbound calls.

Let’s take a look at four of the most critical advantages, all of which assist you to substantially improve productivity and customer experience.

1. Better Service Options

When you opt for our cloud call centre solution, Premier Contact Point, you give your customers the power of choice. They can choose to get instant help through our easy-to-use self-service options including visual IVR, whilst retaining human-centred service by being able to request help from an agent at any point throughout the self-service workflow. They can even choose their preferred method of communication with your team – ie: by phone, email, chat or messaging.

Whichever choice they make, our sophisticated cloud call centre technology makes it easy for them to connect, and for you to keep track of interactions. And that means improved first call resolution and customer satisfaction.

2. Reduced Operating Costs

When you make the switch to our cloud call centre solution, you’ll start saving money from day one. Your agents only need a computer, internet access, and a headset – that’s it. No more capital expenditure on on-premise technology. Furthermore, you can quickly scale up or down to meet fluctuating demand, only paying for the licences you need, as you need them.

3. Technology that adapts

In today’s fast-paced business world, your business needs a scalable, agile communication solution. Our cloud call centre software, Premier Contact Point, is easily customisable which means we can adapt it and integrate it with other systems you use, to ensure it always meets your needs, no matter how they change.

4. Real-time management

Being able to access real-time reports quickly and easily to monitor agents and assess how your business is handling its calls is critical to delivering an excellent customer experience. Premier Contact Point provides powerful, flexible real-time contact centre dashboard and wallboard displays to help monitor results, and optimise operations and performance throughout the day. Your agents monitor their progress against KPIs, and your team leaders will receive alerts on issues impacting your key metrics to facilitate quick action and bring performance back on track.

Make the switch to cloud call centre technology

Ready to take advantage of the many benefits offered by a cloud call centre solution? Hoping to cut your IT costs, make your teams more productive, and truly meet your customers’ expectations?

Say goodbye to inflexible technology and enjoy the many benefits of our class leading contact centre solution. Get in touch today for an obligation free chat.