On-Premise vs. Cloud-Based Call Center: What’s the Difference
A Cloud-Based Call Center primarily works like a traditional call center e.g. handling incoming and outgoing communication with customers. An on-site call center means that you should have all important physical hardware housed in your company. Moreover, installation and maintenance is your responsibility with phones and computers that are hardwired with a centralized system, generally a Private Branch Exchange (PBX) system. In on-premises call centers, companies can only benefit from basic telephony features. Conversely, a cloud-based technology does not need telecom equipment or in-house storage. You can collaborate with a service provider to get the cloud facility while your sales team can access the system from anywhere through the internet connection. This facility allows you to add new users easily without any physical installation. Briefly, cloud contact centers operate over the internet more than physical servers and phone lines.
Top Features of Cloud Contact Center
1. Virtual Assistant
This automated voice technology serves as a virtual assistant and helps manage basic interactions. For instance, you can manage many things without human involvement through IVR like outbound reminders and customer requests for account balance inquiries. IVR technology can also direct callers to the right agent.
2. Automatic Call Distributor (ACD)
It automates the process of call routing and transfers customers to the most suitable agent. These features allow you to set up rules to route calls based on your agent’s performance, skill and idle time. ACD can route calls analyzing their past interactions.
3. Call Recording
This feature enables you to monitor your agent performance and customer satisfaction level. Administration can access the recording of calls for issue resolution, training purposes or quality assurance. Through this insight, they can make data-driven decisions.
4. Auto Dialer Technology
It reduces the chances of errors and also reduces time between calls empowering your outbound agents to place more calls during their daily routine. In this way, your customers can spend more time talking with customers to keep them satisfied and happy.
5. Real-Time Analytics
This feature allows call centers to measure different metrics such as average response time and customers’ emotions. Call analytics is also helpful to see trends and preferences as well as for training purposes.
How It is Beneficial For Your Business?
1. Requires Low Maintenance
Legacy systems require high maintenance besides high infrastructure costs. Moreover, they quickly become outdated so they need frequent upgrades and special IT teams for maintenance. However, cloud-based systems do not have such worries as your service provider manages updates and maintenance.
2. User-Friendly & Scalable
Cloud call centers do not need a highly experienced IT team or hardware so you can save on up-front costs. These solutions are also user-friendly so your agents require minimal training. Additionally, you can add or remove users based on workload which makes it highly scalable. You can also integrate tools according to your needs and can access the systems from anywhere.
3. Unified Communications
A cloud-based Call Center is worth investing in because it allows you to add features and technology to manage all types of digital communication. It means that you no longer need to restrict your customers on phone calls. You can provide them with multiple communication channels to make things easy for them. With unified communication, companies can access their customer interaction in one place and can switch between channels to enhance productivity.
A Cloud-Based Call Center is a scalable, user-friendly and cost-effective solution in comparison with on-premises systems. With the help of this technology, businesses can also integrate other business tools to ensure seamless interaction. Take Cherry Berry UCM expert’s help to streamline your call center operations.