While the need for call centres is mandatory in this remote setup, choosing the one that fits in with your vision for growth is critical. Since every business, irrespective of its size, aim to scale operations as quickly as possible, one crucial consideration is to ensure that the call centre setup doesn’t become an obstacle in the process.
That’s where cloud call center software has a clear edge over its in-house or on-premise counterpart. To help you make a clear and directed choice, here is what you need to know about cloud-based call center software.
What is cloud call centre software?
Call center software is designed to handle business conversations on the phone without the need for physical hardware. Call center software can be used by your customer support team to handle incoming calls and make outgoing calls. They can also track the key metrics, performance, and use automated scripts for quicker response times.
Why should your call centre move to the cloud?
The versatility, flexibility, scalability, and affordability gives cloud-based call centre software a certain competitive edge. Here, you pay for what you use, with no added costs
On-premise vs. cloud call centre solutions
Let’s check out the two popular call centre software models and compare them to understand their differences.
On-premises call centre
In the on-premise setup, the communication is carried out through PBX or IP PBX servers. Right from installations, maintenance and upgrade, everything is controlled internally.
Cloud call centre software
Cloud-based call center software is hosted on the cloud, and users can access this service on their mobiles or computer using an app. This setup relies heavily on internet access to offer seamless communication services to its subscribers.
How the two models fare vis-a-vis one another
Set-Up
Setting up an on-premises call center is a time-intricate process that requires you to buy hardware, secure licenses, set up infrastructure, and install compatible software.
Setting up cloud call center software is similar to installing an app on your computer. It comes with plug-and-play functionality and requires no assembly time whatsoever.
Affordability
On-premises setups come with high costs that include the purchase of hardware, licenses, and software, as well as investing in additional space to accommodate this elaborate set-up. In addition to this one-time investment, you also have to factor in the cost of regular maintenance and upgrades.
For cloud-based solutions, your make an investment in a reliable internet connection, a fixed monthly bill based on usage. This accounts for more frequent recurring costs, but in lower amounts.
Scalability
It is difficult to scale an existing on-premises call center setup. Any scaling up of operations requires a new set of hardware and services.
Scaling or customizing cloud-based call center software is a simple, easily subscribe to bigger plans to manage scale or even peak seasons.
Flexibility
Your phone support team needs to be physically available in the office to be able to handle calls on an on-premise setup.
On the other hand, agents can access the setup and answer calls from anywhere as long as they have a working internet connection.
Reliability
Any misfunction in the equipment can bring the functioning of an on-premises call center to halt.
With call center software, you can eliminate connectivity and call quality problems by investing in an internet connection to match your support operations.
Security
A majority of data theft and leaks happen on on-premise models making them more vulnerable to physical breaches. However, cloud-based servers negate the risk and threat of breaches, and that’s why most operators go above and beyond to make their services secure.
Call centre software for enterprises
Minimal downtime
The PBX models have long served the purpose of enterprise-user communication, but they also carry increased risks and vulnerabilities because of breakdowns, failures, and subsequent maintenance procedures. On the other hand, there are no such dangers with a system hosted on the cloud.
You may be guaranteed that a connection will remain open between you and your clients 99.96% of the time with the help of incoming and outbound call centre software.
Better customer service management
Even when the volume of incoming calls is high, you can manage them quickly, effectively, and professionally with call centre software. This is made possible by the software’s capability to route calls according to the specifics of the product or service being requested or the nature of the inquiry, enabling the appropriate agents to handle the clients’ problems.
In the event that a quick exchange between agents is required, all the data that is shared during these encounters is instantly updated in the database.
Disaster recovery
The process of scaling up operations can frequently be laden with looming difficulties, some of which could halt your business completely. Even then, cloud-based call centre software keeps running without a hitch so long as you have a reliable internet connection. While you concentrate all of your efforts on minimising the looming impediment, this essential component of disaster recovery aids in restoring some sense of normalcy.
Enhanced security
Today regardless of an organization’s size, structure, or scope of operations, data security is a major concern. The risk of losing customer or internal company information due to unintentional errors or deliberate breaches is reduced by the nearly impregnable security measures of a call centre software.
The cloud backup contains a secure copy of all the important data. If necessary, the service provider enforces upgraded security standards at no extra charge.
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Call centre software for small businesses
Affordability
Small firms sometimes have tight financial constraints, thus cloud-based call solutions’ low setup costs are ideal in this environment. You just pay for what you use when you use these cloud-based solutions’ outbound and inbound call centre services.
You can also scale up or down as you go without losing valuable funds in addition to this. Even more, cost transparency is possible with detailed subscription options. Call centre software for small enterprises is an intelligent decision because you are fully aware of the communication procedures and add-on services you have been charged for.
Flexible scalability
A conventional PBX system can be challenging to upgrade. But with call centre software, the procedure is made exceedingly simple. Once you’ve begun utilising cloud-based call centre software, you can include or exclude features and extensions in accordance with your company’s requirements.
The same cloud telephony solutions can be utilised to enable remote working for your support employees if you need to significantly scale down your business operations and switch from an office set up to a remote working arrangement.
No hidden costs
The pricing transparency of cloud contact centre solutions over PBX systems is another obvious benefit. As you can never account for unforeseen repairs, upgrades, and maintenance costs, there is no guarantee of final, clearly defined prices in an on-premise call centre. With hosted cloud-based systems, however, the fee is clearly stated upfront. You always know the actual cost of running your call centre because it is fully usage-based.
Call centre software is equipped with potential beyond what meets the eye
Cloud communication solution fits every business requirement. To add to this, with impeccable customer support, cloud solutions are ideal to maintain customer communication consistently. It stands out right from joining communication bridges to producing key decision-making insights on customer-facing activities.
Author Bio:
Sharavanan is the content marketing lead at Exotel. Finds joy in writing about tech by day and poems by night. Jack of all trades to sum it up.
