Discover the Benefits of a Cloud Contact Center
Cloud contact center solutions, also known as contact center as a service (CCaaS), enable faster innovation and lower operating costs so you can improve your customer engagements. Cloud contact centers are open, flexible, and scalable and complement your unified communications as a service platform with an infrastructure that makes it easy to deliver a modern and exceptional customer experience.
What is a cloud contact center?
Cloud contact centers serve as the central hub for all inbound and outbound customer communications. Unlike call centers – which traditionally only used voice as the primary method to communicate – cloud contact centers are omnichannel, to meet the needs of consumer expectations and today’s modern business.
Rather than rely on expensive, on-premises hardware, cloud-based contact centers can be accessed from anywhere and are compatible with mobile devices, and softphones, and can be integrated with other cloud applications and telephony systems.
How does a cloud contact center work?
Cloud contact center software is an innovative and cost-efficient alternative to legacy on-premises technology. Cloud contact centers integrate with other software-as-a-service applications as well as layer onto existing unified communications platforms to create a seamless platform for internal and external communications.
Internally, this enables contact center staff to work seamlessly across the organization and reach back-office experts, while engaging with customers in real-time.
Agents also have quicker access to customer data, including previous inquiries, payments, and purchase history. As a result, agents are more knowledgeable, confident, and able to deliver an elevated customer experience that improves customer satisfaction, loyalty, and retention.
Externally, contact centers can engage with customers over voice, webchat, SMS, video, and other channels.
Cloud contact centers and hybrid work
A hybrid workforce requires communication solutions that promote employee productivity from any location. As organizations continue to empower employees to choose where and how they prefer to work, cloud contact centers offer flexibility for agents and supervisors working at home, at the office, and in any hybrid work setup in between.
Rather than limit employees to the technology that exists at their office, cloud contact centers provide secure remote access to your customer database from any device with end-to-end encryption, firewalls, advanced authentication, and the application security features today’s businesses require.
Learn more about Zoom Contact Center
If you’re looking for a cloud contact center that’s easy to deploy and integrate into your existing communications infrastructure, learn how Zoom Contact Center can elevate your customer engagement and agent experiences.