Cloud contact centers make contact center software functionality that was previously only accessible through on-premise hardware available through the internet. A cloud contact center provides quick and easy access to the tools and services businesses need to communicate in today's web-based world.
Until recently, existing contact center technology gave businesses limited options. Many companies got locked into expensive, on-premise contact center infrastructure that won't scale, because it was the best option available at the time.
However, cloud contact centers use the latest in communications technology to give businesses a modern alternative to on-premise contact centers. With a cloud contact center, companies don't have to maintain the additional redundant hardware and datacenter space required by an on-premise solution.
When your cloud contact center includes the global infrastructure for your business communications, you can get to market without building, deploying, and maintaining those complex services yourself. The cloud-based approach to the contact center delivers major advantages:
By moving your communications from legacy, on-premise systems to cloud-based software, you can experience greater reliability, global carrier connectivity, and multi-function numbers. Here are the top 10 best practices to look for when choosing a cloud contact center provider:
Cloud platforms like Twilio allow you to control your own roadmap, so you can make the incremental upgrades you want on your own timeline, without downtime or upfront investment. Legacy and "off the shelf" call center software options come with a pre-defined roadmap. They offer specific features and a "one size fits all" approach that may not offer the flexibility you need to create the exact customer experience you want. With a cloud contact center, as your business goals change, you can adjust your technology to meet your new goals.