Simply put, Traditional Call Centers seem outdated, and Cloud Contact Centers are taking the stage with the existence of Internet technology. A report states the global contact center is expected to grow around $607.6 Billion By 2027
Regular call centers require employees to be physically available to pick up customer calls. In contrast, with Cloud Contact Centers, agents/employees can be present and work from anywhere with a stable internet connection.
Cloud Contact Center software also provides deep insights and analytics where one can extract the reports for future implementation.
Here are the significant ways in which Cloud Contact Centers are much better than traditional call centers:
1. Setup & Installation
Traditional Call Centers will require multiple processes such as a Workstation, Hardware setup, etc. On the other hand, Cloud Call Centers are accessible with a single click by installing the application on desktops, laptops, mobiles, and tablets.
2. Features
Cloud Contact Centers come with packed IVR & NLP (Natural Language Processing) features such as Skilled Call Routing, Call Recording, Call Forwarding, Call Conferencing, Live Call Feed, Call Barging, etc. But in the case of regular Call Centers, features such as Call Logging, waiting music, and hold are available.
3. Pricing
Regular Call Center charges are high compared to the AI powered Cloud Contact Center Solutions. Traditional call centers have high upfront and monthly costs depending on the call volume and the location of the call. Cloud Contact Centers have fixed pricing plans that will vary depending on the features without considering factors such as location, call timings, etc.
4. Integrations
Cloud Contact Centers enable businesses to integrate various existing software without any limitations. It also includes social channels such as Whatsapp Business, Facebook, Instagram, etc. Regular Call Centers have limited integration features, which is also complex.
5. Reliability
Cloud Contact Centers offer high reliability with seamless uptime, continuous software upgrades, and excellent speed. Traditional Call Center’s reliability depends on the hardware, which will get damaged in a few years.
6. Customer Satisfaction
Cloud Contact Centers promises increased customer satisfaction as it has multiple features and instant communication with the agents, attracting customers. On the other hand, Traditional Call Centers provides longer waiting time, and every channel is handled separately.
7. Working Flexibility
Cloud Contact Centers allow employees/agents to work from anywhere and eliminate the need to work in a physical environment. At the same time, Traditional Call Centers would require all its employees to work from a fixed location.
8. Maintenance
A Traditional Call Center system requires frequent maintenance and always handles the repair services. This can be time-consuming and expensive, too. Added, it also wants businesses to purchase new hardware and software.
Conversely, Cloud Contact Centers are maintained by the corresponding cloud contact center provider like TeleCMI, and hence, businesses don’t need to worry about maintenance and repair costs.
9. Security
Cloud Contact Center software is entirely secure as the data is stored in the cloud with robust security measures. It comes with multiple layers of encryption and is complex to access. At TeleCMI, we have tailor-made and feature-rich Cloud Contact Center software, which is an ISO-certified platform. With regular Call Center platforms, security depends upon the quality of the equipment and periodic maintenance.
10. Support
Cloud Contact Centers offers 24/7 customer support. On the other hand, customer support at Traditional Call Centers depends on the company and the team.