Cloud calling software has become increasingly popular as they offer small and large businesses alike, a more efficient operating system when it comes to managing customers and maintaining communication. The main reasons for the popularity of these solutions are the scalability of the system according to business growth, advanced security tools provided and the high degree of integration provided with various other systems and applications.
You need to take the needs of the company into account when you are selecting cloud call centre software. There are public cloud centres that offer an affordable solution for small and medium businesses. This is a great solution for e-commerce and travel enterprises. The cost-effectiveness comes from the fact that you are sharing hardware and network devices with several other companies. You will only be charged for the services that you use. It is very easy to scale this system and you are not required to maintain it. And if you are a start-up business that is looking for an effective communication tool, this is a solution that will not break the bank. Then there are private cloud call centres that offer a solution for companies that require high security. This security will cover their data and business operations. This is best suited for financial institutions. These can also be scaled according to the needs of the business and it is very reliable. You will be afforded greater control over the business operations as well. ‘
Hybrid cloud call centres offer you a solution that combines the benefits of both public and private cloud call centres. This is less expensive than a private cloud and it allows for seamless transition of data. If you have a sudden spike in demand for your business as a result of an ongoing offer or deals, you can switch to this solution. You can maintain private infrastructure when it comes to company data that is allowed for central management only. And all other applications and data will be stored in the public cloud. There is a great flexibility that hybrid call centres offer.
There are different types of software for cloud based contact centres. You can consult with your contact centre provider to see which option is best for your current requirements and future goals. Webex Calling is one such software that offers calling subscriptions and offers features like auto attendant, call pickup, call park, hunt group etc. If you are wondering “does my business need Cicsco Webex calling?”,you can ask your provider whether it fits your business model and communication requirements.
You can customise the system so that different options to customers are provided within the business opened times and closed times. You can set up a greeting when the customer first picks up the call and transfer the calls to an answering service when there is no agent to pick up.A call queue ensures that an automated answer is provided when the customer calls can’t be transferred to an agent. This can be when the business is closed. Call parking is a feature that allows users to put a call on hold and answer it from a different device.