cloud call centers

[diroh67164]

Hi! I am currently researching the topic of cloud call centers and am very interested to know your experience using such services. What key advantages do you see in switching to a cloud platform compared to traditional call centers?

[rehece3086]

I have also recently switched to a cloud call center and can share my experience. The main advantage is incredible flexibility and scalability. Unlike traditional office solutions, where it was necessary to purchase and maintain expensive equipment, cloud platforms allow you to quickly set up workstations, add new operators and integrate with CRM without long delays. I especially appreciate the ability to work from anywhere - in the current conditions of remote work, this is a huge plus. In addition, the quality of communication and automation functionality - from intelligent routing to detailed analytics - are much higher than in classic systems. If you want to understand it in more detail, you should read this article: https://thetundradrums.com/cloud-call-ce...evolution/. It describes in detail how cloud call centers are changing the approach to customer support, especially in e-commerce

[fetegiy387]

Not long ago, we also faced a choice — to continue developing a classic call center or try something new. We decided to test a cloud platform and, frankly, now we can’t imagine how we managed without it before. The main advantage is flexibility. We easily scale the number of operators depending on the season and workload, without thinking about buying equipment. Connecting new employees takes a few minutes, even if they work remotely. We were also very impressed by the integration with our CRM — now the entire history of communication with clients is immediately available, and the operator does not need to waste time searching for information. Reports, analytics, routing — everything is automated. I especially like that updates and technical support are on the provider’s side — no costs for the IT department. In general, the transition to a cloud call center gave us not only savings, but also improved the quality of service.