What is a Cloud Contact Center?
A cloud contact center is a centralized business communications platform hosted and managed by a third-party provider offsite, on remote servers. It allows businesses to manage and optimize customer interactions across voice and digital channels like inbound/outbound calling, website chat, social media messaging, SMS, and email.
Cloud-based Contact Center as a Service (CCaaS) platforms aren’t tied to a single physical location and are accessible from any Internet-connected location and device, making them ideal for remote and hybrid teams looking to eliminate the need for costly on-site hardware. The CCaaS provider, not the business using their services, is responsible for maintaining, updating, managing the hardware and software.
This means businesses can focus on streamlining business processes and improving CX, free from the hassle of managing a complex contact center infrastructure.
How Does a Cloud Contact Center Work?
A cloud contact center works by routing customer interactions (e.g. phone calls, emails, chats, and social media messages) to the best available agents equipped with the necessary training and resources to resolve the customer’s issue. Users can access their cloud contact center on desktop and mobile devices (or compatible hardware) inside and outside of a physical office space.
