the single biggest problem
is the illusion that it has taken place
-George Bernard Shaw, Author
A cloud-based hosted contact centre is a complete engagement and communication solution for customer and employee relationships. It makes relationships omni-channel, personalised and conversational.
Hosted contact centre software integrates all inbound and outbound interactions in a single tool across voice, chat, email, social media and messaging.
Flexible, lower cost, tech-savvy
Hosted contact centres offer a flexible and scalable alternative to on-premise contact centres. The ability to deploy a hosted contact centre quickly with low up-front costs is attractive to enterprises to meet the demands of their tech-savvy customers.
MobileCorp offers a professional service providing both strategic and practical call centre solution delivery. This includes:
MobileCorp consultancy service
A key consideration in moving to a hosted call centre from an on-premise legacy system or when adding a call centre solution to a business, is the underlying data network compatibility and integration with existing systems.
MobileCorp offers a comprehensive network evaluation and system integration consultancy service which includes consideration of the following aspects:
Knowing the number of users on a call centre phone system is important, but it’s even more important to know the number of concurrent calls that will be happening at any given time because it affects the bandwidth requirements.
A good rule of thumb for determining bandwidth needs is: number of concurrent calls at peak time x 100 kilobits per second (Kbps) = bandwidth in megabits per second (Mbps) needed.
Equipment plays a vital role in the ability to prioritise network traffic and the quality of voice data.
Generally, smaller organisations have more equipment options because they have fewer network requirements; however larger enterprises housing a dedicated call centre will need to consider the impact on traffic and may need to adjust networking equipment.
The number of ports needed per user determines the type of phones that can be attached to the call centre phone system. With only one port per user shared by both the PC and phone, the phone model with need a built-in switch. Having two ports per user makes phone administration easier and the phones more reliable.
A high upload speed will be needed to ensure audio quality. While DSL and cable modems are considered high speed, beware that data rates can be drastically impacted when used for a VoIP phone system.
Having employees located outside the office can sometimes cause bandwidth issues. This, in turn, can lead to call quality issues, which can be especially detrimental for firms with dedicated call teams. To fix this, either increase the available bandwidth or decrease the needed bandwidth for each call, which can be accomplished with a codec.
Adding a VoIP-based call centre phone system to an existing technology stack means integration with other business applications.
Many call centre options have Microsoft Active Directory or LDAP integrations to minimise the stress of keeping up with passwords and for security purposes.
Also, ensure the phone system can integrate with CRM systems, like Salesforce, or customer service software, like Zendesk.
Many of today’s contact centres are running on old technology and call software that can’t keep up with the new ways customers and businesses now communicate.
A cloud-based contact centre is a modern alternative to an on-premise contact centre using the latest in communications technology.
Businesses depending on legacy contact centre technology, are likely feeling the pain of system limitations. It can be difficult to add new channels such as SMS or Facebook Messenger, or easily update the phone menu.
When adopting a cloud solution on-premise contact centres often remain siloed from the rest of the system. This is a frustrating position to be in. It’s hard to help customers when your technology works against you.
Key factors to consider include:
Implementing an on-premise call centre can take up to several months because companies must purchase hardware and licenses, set up the infrastructure, and find compatible software. A cloud-based call centre is a swift simple deployment that involves installing an app on a computer that functions out of the box.
Companies must determine whether they want a CapEx or OpEx model. On-premise call centres require upfront costs for hardware, licenses, and housing servers onsite. They also require onsite installations once every 5-10 years as hardware ages and technology evolves. Cloud call centres do not require an upfront hardware or infrastructure cost as long as there is a strong internet connection with sufficient bandwidth. Conversely cloud-based call centres costs are a monthly subscription per licence.
It is possible, but difficult, to integrate an on-premise call centre with other services, mainly because of licensing and installation. Companies with experienced IT teams can make the integrations and implementations work. Conversely, cloud call centre providers intentionally create their products to integrate with existing CRM system, call script generators, helpdesk tickets, and more.
On-premise call centres have voice-based features including transfer, hold, wait music, conferences, and call logging. Cloud call centres have the same traditional features, but build on them with the help of advancing technologies to feature live call monitoring, smart IVR, click-to-call, and more.
On-premise call centres may have more stable technology to help eliminate call lag or lower call quality, but this is dependent on the quality of its technology and hardware. Cloud call centres have high call quality so long as organisations have strong, reliable internet connections.
Features of a cloud hosted call centre
Seamlessly consolidate contact centre and business communications in a single platform.
Make it easy for people to contact your business, when they want and on the channel they prefer, and have visibility with one omnichannel desktop.
Create differentiated experiences and connect customers to the best resource to meet their needs with predictive routing.
Route callers to team members to minimise waiting periods, and spread workload.
Search and sort through categorised calls to find the exact conversation you are looking for.
Build customer relationships with timely, personalised and contextual proactive communications across any channel.
Leverage connected experiences with a desktop platform that quickly identifies previous interactions.
Email management tools built-in to the call centre desktop.
Converse with prospects and customers in real-time to solve issues quickly – no phone call needed.
Use modern channels to touch base with your customers without disrupting their day.
Build positive customer customer experiences by meeting customers on the platforms they already use.