{"id":1826,"date":"2022-05-25T23:50:57","date_gmt":"2022-05-25T23:50:57","guid":{"rendered":"https:\/\/www.replicant.ai\/what-is-a-cloud-based-contact-center\/"},"modified":"2022-11-01T01:15:18","modified_gmt":"2022-11-01T01:15:18","slug":"what-is-a-cloud-based-contact-center","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/what-is-a-cloud-based-contact-center\/","title":{"rendered":"The Cloud-Based Contact Center Explained"},"content":{"rendered":"

What is a Cloud-Based Contact Center?<\/h2>\n

A cloud-based contact center can handle all inbound and outbound communications on their server for a third-party client. Cloud computing and virtual machines have become increasingly common among a variety of technologies for good reason. A study by Gartner calls the cloud \u201cthe powerhouse that drives today\u2019s digital organizations.\u201d<\/span><\/p>\n

The study predicts that worldwide end-user spending on public cloud services will grow 20.4 percent in 2022. With the rise of cloud-based technology, it\u2019s not surprising that it\u2019s migrated over into the world of call and contact centers.\u00a0<\/span><\/p>\n

To understand whether or not cloud-based contact center solutions are right for your organization, it is important to understand just what \u201cthe cloud\u201d is, how it works within a contact center and how technology like <\/span>The Thinking Machine<\/span><\/a> increases customer satisfaction.\u00a0<\/span><\/p>\n

What is the Cloud?<\/h2>\n

Before we can understand what a cloud-based contact center is, it\u2019s helpful to clarify just what the cloud is. We use the cloud on a regular basis; Netflix, Gmail, and Dropbox are all cloud-based solutions. Information that you can access is stored on servers that are located somewhere other than on your computer. These solutions make accessing this information easy and practical.\u00a0<\/span><\/p>\n

\u201cThe cloud refers to web-connected servers and software that users can access and use over the internet,\u201d explains an article by <\/span>Forbes<\/span><\/a>. \u201cAs a result, you don\u2019t have to host and manage your own hardware and software. It also means that you can access these systems anywhere that you have access to the internet.\u201d\u00a0<\/span><\/p>\n

What Are Cloud-Based Contact Center Solutions?<\/h2>\n

By definition, cloud-based contact center solutions are simply software solutions that handle customer service for a company through the internet. Because the platform is hosted on the cloud instead of on-premises, cloud call center platforms save costs, make software updates faster and easier, and allow for greater flexibility.\u00a0<\/span><\/p>\n

Advantages of Cloud Contact Centers<\/h2>\n

For successful call center management, contact centers must keep up-to-date with communication and IT technologies. This poses a problem for many traditional contact centers, which are typically very limited in terms of technology. Hardware updates aren\u2019t easy and are usually expensive and time-consuming. As a result, live agents must pick up the slack from insufficient technology, and time gets wasted on basic customer requests and client management.\u00a0<\/span><\/p>\n

The ability to employ conversational AI as part of the solution can increase a company\u2019s bottom line. Check out our <\/span>ROI calculator<\/span><\/a> to see how basic Tier One automation can increase efficiency as well as the bottom line for your business.\u00a0<\/span><\/p>\n

Cloud-based contact centers\u00a0<\/span><\/p>\n