Contact Centre Solutions

A hosted or cloud-based contact centre solution is ideal for remote work. However, it’s also a good option for anyone who needs additional flexibility with multichannel communications.

It can also help your call agents streamline support. That’s because many solutions integrate with your CRM to let agents immediately access customer data mid-call.

Traditional contact centres require a physical location and on-site staff.

In contrast, cloud contact centres operate over the internet, so staff can work from any location. They also require much less infrastructure as everything is hosted online.

Many cloud solutions also allow for real-time data monitoring and CRM integrations that are impossible with traditional phone lines.

A cloud-based phone system, also known as VoIP, works by converting voice signals into digital data and transmitting them over the internet.

This helps you handle larger call volumes and efficiently connect to remote locations.

It also helps reduce the cost of long-distance calls. That’s because the infrastructure a traditional phone line needs to connect call to distant locations is not necessary.

Cloud and hosted contact centres are both internet-based, but they’re managed differently.

Hosted contact centre solutions are typically managed by a third-party provider on their own server.

On the other hand, cloud-based contact centre solutions are usually managed on public cloud servers that may have multiple locations.

Once you’ve chosen a provider, all you really need is a reliable internet connection and enough computers and headsets for your agents.

The exact requirements might vary based on the specific system you’re using. CRM software integrations are recommended but rarely required. They can be helpful but you can still switch to a cloud-based system if you don’t have one.