Cloud Call Center

A cloud call center refers to a call center infrastructure that operates in the cloud. With Yeastar’s cloud call center solution, empower your agents and supervisors to work from anywhere and provide exceptional customer support.

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Cloud Call Center
What is Cloud Call Center

What is a Cloud Call Center?

A cloud call center platform does similar functions to a traditional call center. It’s a customer service solution based on the cloud that manages inbound and/or outbound communications with customers.

The key distinction lies in the operational approach. Cloud call centers operate through the internet connection, while traditional ones rely on physical phone lines and servers.

How does Cloud-based Call Center Work?

A cloud-based call center operates over the Internet, which means it handles all customer interactions, including voice, text messages, social media, and even video chats over an Internet connection.

When a customer calls, their call is directed to the right agent based on predetermined rules like IVR selections or agent availability. Since everything is stored in the cloud, it offers flexibility for remote work and allows businesses to easily scale up or down based on call volume. It’s a
convenient and efficient solution for handling customer phone calls without the hassle of traditional infrastructure.

Down

Cloud Contact Centers vs. On-premise Contact Centers

Feature

Deployment

Setup Time

Features

Cost

Scalability

Maintenance

Reliability

Remote Work

Integrations

Cloud Call Center

VS

On-Premises Call Center

Internet-based, no physical infrastructure required

Requires physical infrastructure and on-site setup

Quick setup and deployment

Can take weeks or months to set up

Rich and advanced features

Limited features and updates require manual implementation

Cost-effective: Pay-per-use model, lower upfront costs

Higher initial investment, fixed costs

Easily scalable with demand

Limited by physical capacity and hardware

Managed by the service provider

In-house maintenance and IT support required

99.99% uptime, with robust data centers and backup systems

Depends on the quality of the in-house infrastructure

Agents can work from anywhere with the internet

Agents typically work on-site

Easy integration with various apps, such as CRM, helpdesk, social media, etc.

Limited integrations and can be more challenging to integrate

How to Choose the Right Cloud Contact Center Provider?

To make an informed decision regarding the best cloud contact center provider for your needs, it's important to consider the following factors:

Does the provider offer essential call center features?

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It's important to assess whether the cloud contact center provider's offering aligns with your operational needs and can support your customer service strategy effectively. Consider these aspects:

All-inclusive Call Center Features
Automatic Call Routing (ACD) Skill-based Routing Multi-language IVR Call Queues
Queue Panel Priority Queue Automatic Callback Call Monitoring
Call Recording Wallboard SLA (Service Level Agreement) Call Center Reports
Omnichannel Messaging CRM Integration Queue Callback More features

Is the system stable with a high uptime guarantee?

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The cloud contact center platform should be highly stable, with a strong track record and a high uptime guarantee to ensure minimal disruptions and maximum availability, so you can deliver services with reliability.

As a solution provider, we understand the importance of system reliability in running your call center successfully on the cloud. With Yeastar, you can enjoy:

  • Strategically located data centers powered by AWS
  • 99.99% uptime and 24/7 monitoring
  • Fully redundant, high availability
  • More on Cloud Trust Center

Does the solution integrate well with your existing systems?

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To ensure smooth integration with your existing systems, it is recommended to have conversations with the vendor about their solution's integration capabilities, including Customer Relationship Management (CRM), helpdesk software, and more.

Yeastar's cloud contact center solution can be seamlessly integrated with:

  • CRM: Salesforce, Zoho CRM, HubSpot, Bitrix24, Odoo
  • Helpdesk: Zendesk and Zoho Desk
  • Omnichannel: WhatsApp and SMS
  • Others: Microsoft Teams, Outlook, and more

Can they provide demos or free trials of their solution?

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When you request demos or trials from the vendor, you can try out their solution yourself. This allows you to assess its usability, user interface, and other important factors firsthand. This provides a practical way to gauge how well the solution will work for you.

Here at Yeastar, we have 30-day free trials available for you to take our cloud-based call center solution for a test drive.

Why Should I Move My Contact Center to the Cloud?

Lower Upfront Costs

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Moving to a cloud contact center solution usually leads to reduced upfront costs since it eliminates the need for significant capital expenditures on hardware and on-premises software.

Enhanced Customer Service Quality

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Cloud contact centers offer enhanced customer service by leveraging advanced features such as omnichannel support, real-time interaction analytics, and personalized customer engagement tools. These capabilities enable a smoother and more efficient management of customer inquiries,
resulting in increased satisfaction and loyalty.

Better Access and Flexibility

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A cloud-based contact center offers improved access and flexibility, allowing agents to work from anywhere with an internet connection. This increased mobility can lead to a higher level of customer service and ensures business continuity even in challenging circumstances.

Wallboard interface of Yeastar virtual call center platform

Let's Get in Touch!

Have questions about our cloud call center or other business communications solutions?
Feel free to get in touch with us, and we will be happy to assist you.

FAQs about Cloud Call Center Solutions

What kind of costs are involved in a cloud call center?

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  • What kind of costs are involved in a cloud call center? Cloud call centers typically follow a pay-as-you-go or subscription model, with costs based on actual usage. This avoids large upfront capital expenditures and provides a more predictable cost structure.

How does a cloud-based call center improve customer service?

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  • Cloud call centers can improve customer service by providing a unified platform for managing interactions across multiple channels, advanced routing capabilities, real-time monitoring, and historical reporting. Features like skills-based routing and IVR systems can also enhance the
    customer experience.

Is my data secure in a cloud call center?

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  • Reputable cloud call center providers prioritize data security by implementing robust measures such as encryption, access controls, regular backups, and compliance with industry standards like GDPR or HIPAA. It’s important to choose a provider that has a strong track record of
    security and data protection.

Can I integrate a cloud-based call center with my existing systems?

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  • Yes, many cloud call center solutions provide integration capabilities with popular CRM platforms, help desk software, workforce management tools, and other business applications. These integrations allow seamless data exchange and enhances agent productivity.

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