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Difference Between The Cloud Call Center And Contact Center

The cloud-based call center handles a large number of incoming and outgoing phone calls. Agents talk to customers in real-time. Because it's in the cloud, it's scalable and employees can work in the office, remotely, or a mix of both.

The cloud customer service software manages inquiries via phone, email, social media, text messages, and video. The role of the contact center has evolved from sending customer service requests to stimulating customer success initiatives and providing vendors with multi-channel tools to engage their prospects.

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The main difference between the call center and contact centers is how agents interact with customers.

Secure data integration and endless customization options make cloud contact centers the ideal solution for sales and service teams to meet their growth goals. The cloud contact center is completely different. They offer accelerated setup, increased flexibility, and real-time analytics. 

Following are the main benefits that cloud contact centers have over traditional call center implementations.

1) Lower setup costs and operational costs

Our comparison between VoIP and landlines shows that companies save up to 65% when switching from analog. It's not just about monthly expenses.

2) Designed for remote work

With many businesses now working from home and offices, cloud contact centers offer tremendous flexibility. Everyone stays connected, everywhere. Call center supervisors and managers can follow team developments wherever they work.