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The Ultimate Guide To Cloud Contact Centres

What is the cloud?

The “cloud” has changed how we approach computing in our everyday lives. This system is aptly named because much like the fluffy mounds above us, it is very much a ubiquitous part of the day-to-day.

What is it? The cloud is a system that allows users to access and store data, software and computer technology using a WAN network. There are currently a few types of cloud computing; Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS); or Infrastructure-as-a-Service (IaaS). Included in this list is Communications-Platform-as-a-Service (CPaaS).


of Contact Centers plan to invest in robotics and process automation in the next 2 years


of consumers are willing to pay more for an upgraded experience


by 2020 digital-care channels will account for 48 per cent of customer-care interactions.


Gartner predicts that Worldwide Public Cloud Revenue will grow by 17.3 Percent in 2019. – Gartner


Cloud computing spending is expected to grow at more than 6 times the rate of IT spending from 2015 through 2020. – Forbes


Public cloud platforms, business services, and applications will reach €209 billion by 2020. – Forrester

The Ultimate Guide To Cloud Contact Centres: Chapter 1

What is a cloud contact centre?

CCaaS, cloud-based call centre and cloud contact centre. There are many names for what isn’t actually a physical place, rather it’s a communication hub used by enterprises that speak to customers frequently. The makeup contains tools, applications and features designed to handle customer communication coming from multiple channels such as email, voice and social media.

A private cloud or enterprise cloud is server – based, meaning a larger company’s infrastructure can just move to it. Private cloud providers don’t offer any maintenance, data centre updates or management, everything is controlled by the company using it. It also comes with a higher level of security as data is stored behind a firewall and not shared with another organisation.

With a public setup, users would not be responsible for managing a public cloud service. Usually, the cloud provider handles data storage, maintenance and management. Security-wise, all data is kept separate from other users and the provider is responsible for securing it. An example of a public cloud is Amazon’s AWS, which is currently the largest.


The Ultimate Guide To Cloud Contact Centres​: Chapter 2

What are some benefits of a cloud contact centre?

Cloud contact centres are flexible, meaning they allow for growth in technology, teams and location. Let’s go into more detail.
Due to the fact that these contact centres are not tied to an on-premise business telephone system (PBX), they are able to move around with the agents regardless of location, they can even conduct business via their mobile phones. Additionally, the cloud offers the ability to set up a communication environment in multiple parts of the world. This means that configuring servers to your cloud and adapting them based on the country’s regulations is now a much easier and faster process.

On-premise (capex) rents are high and developing a physical contact centre means considering hardware purchasing and licensing costs. A cloud-based system (opex) usually only needs a strong internet connection and an IT budget. 

Day-to-day call volumes are never certain, cloud contact centres have the ability to grow and shrink their systems according to demand. They can do this through the use of an application programming interface (API). With an API, scalability is possible in two ways, the cloud provider can adjust its cloud’s parameters or the centre itself can adapt within the cloud.

Data storage depends on what you need from your centre. Larger enterprises require a more secure network line (VPN) and usually, go for a private cloud set up with a centralised data centre for a singular enterprise. Others might prefer a SaaS (software as a service) solution delivered via a public cloud which has its own data centre that is shared but siloed.

Integrating an existing CRM (customer relationship management) system with a cloud contact centre can positively change how call data is managed. However, a company’s CRM should support open API connectivity in order to reap the benefits.

Figure out which channels are the most important to brand communication. Sometimes social channels have more impact than voice. Configure the contact centre so that these channels are prioritised and enquiries sent to the right agents.


The Ultimate Guide To Cloud Contact Centres: Chapter 4​

Implementing a cloud contact centre

Launching a cloud contact centre is quick and easy, it usually only requires the installation of an application. The only major expense when implementing a cloud contact centre is a strong internet connection and recurring costs, as providers typically offer a monthly subscription. Before using a cloud contact centre there are a few things to know.

The Ultimate Guide To Cloud Contact Centres: Chapter 6

Managing a workforce in the cloud

Using a cloud-based solution to manage a workforce offers the ability to optimise productivity in a few ways.

Performance management

Cloud centres manage data from multiple channels and can be plugged into a dashboard with metrics able to both improve the customer experience and help agents and managers make sense of agent performance.

Since 79% of channel volumes are calls, metrics such as call quality scoring, call through rate and first contact resolution can help centre management determine how well their agents are performing.

The Ultimate Guide To Cloud Contact Centres: Chapter 7

Cloud contact centre reporting

No need to consolidate data from opposing systems, with a cloud contact centre it’s all in one place.

Data reports

Reports in cloud-based centres can help teams measure real-time and past performance metrics against their specific performance goals. Reporting should also provide the ability to link both web-based and conversational performance.

There are multiple reports available within a contact centre environment, the cloud has storage and database solutions that make data available in perpetuity. Meaning that all forms of reporting (user actions, call history, recordings, billing) are available for specific customers, allowing agents to connect faster with more real-time information at hand.

The Ultimate Guide To Cloud Contact Centres: Chapter 8

Call centre vs contact centre

The way businesses communicate with large pools of calling customers has changed since the beginning of the call centre or automatic call distribution (ACD) systems. Now there are multiple channels to consider and that’s why the contact centre came to be. Let’s explore the differences.

Today’s call centre uses a phone-based system to connect customers with company representatives trained to both, offer answers to their queries and technical assistance if needed.

In terms of hardware and software, call centres often use interactive voice response systems (IVR). They are also restricted to on-premise hardware including; a local area network (LAN) desktop computers for agents, an automatic call distributor, a predictive dialer – which automatically connects to groups of numbers for outbound calls. Additionally, IVR, voice logging, voice recording and messaging systems.

Cloud-based contact centres use the internet highway to function and offer omnichannel support, meaning that they recognise and communicate with customers coming from both phone and other channels such as mobile, email, social media and SMS. Often contact centres are integrated with a company’s customer relationship management system (CRM), making it easier to track and analyse interactions so that all channels can be optimised for better service.

The Ultimate Guide To Cloud Contact Centres: Chapter 9

Cloud contact centre security

Whether its public or private data is secured in the cloud by multiple processes including firewalls, encryption, guidelines and regulations. According to a survey conducted by Forbes, “83 per cent of enterprise workloads will be in the cloud by 2020.” With that amount of data in storage, cloud security needs to be ironclad and meet multiple requirements before being licensed. Prior to choosing a cloud provider for a contact centre, there are a few points to consider.

Here's what contact centre security should consist of

A reputable cloud contact solution should be PCI compliant.

Full certification: SOC 1 Type II, ISO 27001 and/or PCI DSS Level 1

Comply with data privacy regulations as specified by the Data Protection Act 1998

Consistent password replacement

Good firewall

Two-factor authentication

Most important, cloud contact centre security systems are constantly updated to meet technological threats head-on.

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