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Understand the What and How of
Cloud Contact Center

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What is a Cloud Contact Center?

Cloud Contact Center is a setup to handle all customer communications over the internet. It enables the users to manage call centers and their inbound and outbound call center operations from anywhere over secure access. A cloud contact center is essentially a set of software solutions that provides comprehensive tools and applications that allows brands to connect with customers across multiple channels such as voice, email, social media, live chat, WhatsApp, and Google’s Business Messages, to name a few.

Why Do Businesses Need a Cloud Contact Center?

Advantages of cloud-based contact center

Speed of Deployment

Quick and hassle-free implementation without extensive hardware setup to be up and running in no time

Flexibility

Easily add or remove users based or increase or decrease the number of calls based on changing needs with no hidden costs

Scalability

Expand or reduce your call center operation as per business requirement without worrying about procuring additional infrastructure

No Geographical Barrier

Recruit the best talent from anywhere in the world without thinking about their location, commute, or other geographical limitations

More Revenue

As a cost-effective solution, it spends less and saves more by charging for only what you use and when you use with no significant infrastructure cost

Remote Monitoring

Keep track of agent performance and contact center operations with detailed reports and real-time dashboards




Cloud Contact Center vs. Traditional Infrastructure

Comparing on-premise with cloud-based setup

On-premise Call Center Setup Cloud-hosted call center Setup
Time to Market Setting up an on-premise solution takes longer due to hardware purchase Shorter time to set up. Requires installation of apps and an internet connection
Cost Require upfront costs for hardware, licenses, and onsite servers Hardware cost reduced as the solution is hosted on the cloud
Scalability Demands more time, effort, and money Easily done across all setup locations
Reliability Might have more stable technology to help eliminate call lag or lower call quality High call quality when organizations have strong, reliable internet connections
Business Continuity Time lag due to manual switch over to a different server in case of a disaster Smoother transition and no lag in case of a disaster


Cloud Contact Center Features

auto-dialer-2
Auto Dialer
IVR
IVR
ACD
ACD
blended-campaign
Blended Campaigns
Omnichannel Support
integration
Call Center Integrations
crm-integration
CTI Integration
Unified Agent Desktop
Unified Desktop
Speed-of-Deployment
Flexible Deployment
Remote-Monitoring
Real-time Monitoring
Report-Dashboard-1
Call Center Reports
Click-to-Call
Click-to-Call
voice-quality
Voice Logger
voice-blaster
Voice Blaster
single-view
Single View of Customer

How to Setup your Cloud Contact Center?

Assess your Infrastructure Readiness

STEP 1
Assess your Infrastructure Readiness

Analyze the available infrastructure such as media (SIP, PRI, gateway) and other server specifications and processor requirements
Choice of Deployment - Cloud:Hybrid

STEP 2
Choice of Deployment - Cloud/Hybrid

Deployment with PSTN or VPN-based cloud solution with your preferred cloud partner.

Onboarding and Training

STEP 3
Onboarding and Training

Training of agents and supervisors on using Ameyo’s cloud contact center interface
Go live

STEP 4
Go live

Your cloud contact center is up and running within 48 hours

Choosing the Best Cloud-based Contact Center

Factors to consider while selecting the Best Cloud Contact Center for your Business

cloud-contact-center-1

Get Started within Hours

Make the most of your time and be ready to serve your customers in record time. Onboard new agents, supervisors, configure rules and go live in minutes. With minimum infrastructure, setting up a cloud contact center is as easy as installing an application on your mobile phone.

Integrate With Any Enterprise-Grade CRM

Never Lose Conversation Context

A powerful contact center suite integrates with all the major CRMs, ticketing systems, helpdesk systems, or other third-party applications to allow your virtual agents to have a complete view of the customer journey. These built-in connectors not only make the agents’ lives easier but also eliminates the need for the customer’s to repeat themselves – and in the process improve customer experience and satisfaction.

omni-channel

Omnichannel Customer Engagement

Interact and serve your customers on the communication platform they are most comfortable with. Allow your customers to reach you via phone call, email, WhatsApp, social media, chat, or even find you on Google search/maps and interact on Google’ Business Messages – while offering your agents with a unified view of all these interactions.

Enterprise-grade Security

Enterprise-grade Security

For any contact center – cloud or on-premise contact center, securing customer data is of utmost importance. Some of the key points to look for in a highly secure cloud contact center are – PCI-DSS Compliance, ISO 27001, and ISO/IEC 27018 Certification. A secure cloud platform ensures data security while adhering to the regulatory and compliance protocols.

Comprehensive-Reporting

Be on Top of your Operations

Overcome the challenges of a dispersed workforce with a cloud-based solution that allows the supervisors to keep track of call center metrics and ensure SLAs. Comprehensive reporting tools combined with live dashboards are just what you are looking for. Monitor agent performance, ensure conversation quality without compromising on agent productivity or customer service experience.

Customer Success Story

“Ameyo helped us improve our TAT from 1 hour to 15 minutes.”

Suresh V. Suryamurthy

CEO, iMarque Solutions

The Ameyo Advantage

Leader in Customer Experience & Contact Center Solutions

Work from Home Ready with Ameyo’s Unique Offerings

Honorable Mention in Gartner Magic Quadrant for 3 Years

Work from Home Ready with Ameyo’s Unique Offerings

Awarded Frost & Sullivan Asia Pacific CCI Leadership Award

Work from Home Ready with Ameyo’s Unique Offerings

Deloitte Technology Fast 500 ASIA PACIFIC, 2014

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Take your Customer Experience to the Next level with

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Learn more about Cloud Contact Center Solution

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Guide to Choose the Best Remote Contact Center Software for Your Business

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Are Remote Contact Centers the Future: Whitepaper?

As a worldwide concern over COVID-19 (coronavirus) grew, we saw businesses adapting to the new way of working.

Frequently Asked Questions

A cloud-based contact center works as a centralized hub that operates over the internet and allows your virtual or remote call center agents to handle all the inbound and out customer interactions across various channels such as call, email, Facebook, WhatsApp, Google’s Business Messages, chat, to name a few.

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Some of the reasons why cloud contact centers are preferred over a traditional on-premise setup are:

  • Cost-Benefit: Pay for only what you use. A subscription-based payment method along with minimum infrastructure costs is a big plus
  • Maintenance: With no heavy servers to look after, enterprises can shift the maintenance responsibility to their cloud vendor for managed services
  • Location Benefit: No restriction to set up your contact center at a specific location – no geographical barriers
  • No Workforce Restriction: Widen your resource pool to hire the best talent for your contact center – without worrying about travel cost and other expenditure
  • Flexibility and Scalability: Cloud contact center provides enterprises the freedom to expand or contract their business without worrying about huge infrastructure investments
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Cloud contact centre can help you drive profit in the following ways:

  • Higher ROI
  • Improve customer satisfaction
  • Boost agent satisfaction
  • Better disaster management – higher up-time
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A cloud contact center solution helps you improve your customer experience by:

  • Reducing Customer Wait Time
    An intelligent IVR software combined with an automatic call distributor (ACD) routes all your inbound queries to the most suitable agent/department to ensure a faster resolution.
  • Driving Contextual Conversations
    A unified desktop with all the customer information along with CRM and CTI integration allows the agents to know the customer, their behavior pattern, and purchase history to have more qualified and fruitful customer interactions.
  • Keeping Customers Updated
    Sending regular updates to the customers about their complaints or order via email, SMS, WhatsApp, etc to keep them in the loop reduces customer anxiety and increases customer satisfaction.
  • Providing Self-service Options
    Let the customers help themselves instead of waiting for an agent. Use advanced self-service IVR, artificially intelligent bots, knowledge base, etc to empower your agents and reduce TAT.
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An omnichannel cloud contact center allows you to not just handle queries that are raised on social media but also other engagement platforms such as WhatsApp, live chat, Google’s business messages, email, etc.

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