Cloud contact center
Establish your cloud contact system and get a quick and better communication with your customer from anywhere.
Cloud contact center

Cloud contact center is among the most important modern tools that companies rely on to better
communicate with their target customers, whether for various commercial activities or governmental
and non-profit institutions. Recently, call centers have become an urgent need for establishments
that need to make and receive many concurrent calls. Therefore, many call center systems enable
companies and establishments to make and receive high-quality calls and provide better service and
technical support to customers and users.
What is a cloud contact center?
The word of contact centers is the most comprehensive and general word for the various call
centers that companies establish to make and receive calls. Contact centers consist of a
professional call center system, computers, high-quality headsets, systems, and devices that
help you get an integrated call center, make and receive calls (IPhones, customer service
management system CRM and ERP System.)
What are the usage of contact centers' purposes?
Many commercial activities, governmental and non-profit establishments, and charitable
institutions establish a professional call center for many purposes.
Call Center creation reasons differ from an establishment to another according to each one
objective and size.
We can mention the most popular reasons and objectives that make companies establish their call
center through some points briefly as follows:
- Calls making to sell your products and services via mobile
- Calls making to provide the customers with regular technical support
- Customers' inquiries and questions answering
- Customers' orders for products and services receiving
Cloud contact center advantages
There are many cloud call center advantages that you get by using this professional cloud
system.
Some of these advantages come by using the systems themselves, and others come as additional
features by integration with other systems.
Here, we can mention the most popular cloud call center advantages for your business, through
some points briefly as follows:
- Call center detailed-monitoring.
- Calls recording & forwarding.
- Multiple Integrals.
- Working Remotely.
Call center detailed-monitoring
The latest call centers enable you to monitor call center staff performance in detail and
regularly with many technical features.
Advanced systems allow you to monitor the customer service staff performance, starting by
receiving calls, interacting with the customers, answering their inquiries, solving their
problems, and even ending the calls.
This system also provides the call center managers with many other details about the staff
performance during their working hours, such as:
- Received calls' number
- Missed calls' number.
- Call duration.
- Employees break duration.
Multiple Integrals
You can connect the cloud call center system to some systems that provide you with
high-performance technical features and help you accomplish many tasks faster and at lower
costs.
You can connect the call center system to the softphone application, and then you can make and
receive your business calls with your mobile phone.
You can also link this system to the customer service management system “CRM” and ERP system via
API Integration.
Calls Recording and Forwarding
The cloud call center system provides you with a call recording feature. Then you can listen to
the recordings to know the customers' problems and needs and evaluate and develop the customer
service employees' performance.
You can also benefit from the call forwarding feature by diverting outgoing customer calls to a
specific department or employee according to the caller's problem, number, or other
considerations.
Remote Working
Cloud contact center systems allow you to run a professional contact center online and remotely.
Then you can make and receive your business calls remotely from anywhere around the world
without being in your business office.
This system allows you to hire customer service agents to work remotely without being at the
workplace, as this system runs cloudy and does not require any complicated installations.