Making the switch to a cloud contact center offers many benefits in terms of cost savings, scalability and flexibility. A cloud call center facilitates inbound and outbound communications and provides a variety of other cloud contact center software solutions, including SMS, email and voice communications.

Why choose cloud contact center communications?

If you have a contact center running on a legacy PBX, you've most likely encountered some issues with scaling the center, managing new lines or even just dealing with all the other ways businesses and customers communicate with each other today.

One of the benefits of moving to the cloud is that you'll have the ability to integrate multiple communication channels into your workflow and manage call routing more efficiently. When your contact center technology is working for you, rather than holding you back, your whole operation runs more smoothly.

Implementing a cloud-based contact center

Upgrading an established contact center can be a significant undertaking. You may have already tried to add new tools to your agents' workflow or set up some cloud services but found they couldn't integrate with your existing PBX. If they're planned properly, it's possible to use cloud-based call center solutions for all of your customer service needs, replacing legacy systems entirely.

Using a cloud call center can offer:

  • Increased uptime
  • Better scalability
  • Flexibility
  • Integration with APIs
  • Simpler workflows for your agents
  • Better customer record management
  • Easy integration with external systems

Legacy systems are holding your agents back

Legacy PBX systems are often limited in functionality, and this can make it difficult for an agent to deliver good customer service on a day-to-day basis. Omnichannel communication is now the norm, and if your agents are dealing with customers who have been interacting with your brand through live chat, email and phone calls, you need to make it as easy as possible for them to access support across all of those methods.

If your agents are forced to log in to several different systems to find notes about the customer's interactions in several places, this increases the risk of them missing important details or making mistakes when handling a customer's case.

More benefits of cloud-based call center solutions

Cloud-based call center solutions put all of the information your agents need in one place, making it easier for your agents to offer good customer service. They can also save you money and make life easier for your managers too. Managers can easily add and remove agents, manage call routing, create new lines and gather detailed metrics about call volumes. Cloud call center tools can scale up and down in real-time based on the needs of your business.

Thanks to the power of APIs, cloud solutions can integrate with a wide variety of existing third-party products, including ones that haven't even been released yet. When you choose an all-in-one cloud communications system, you'll get a managed service, with software updates included, meaning you'll always benefit from the latest features.

If you'd like to know more about the benefits of moving to the cloud or are interested in how 8x8's business communications systems work, contact us today. We would be happy to offer you a free demo and provide a quote for our communications suites.