Cloud contact center is a customer contact processing system (calling, chat, social) that runs on the cloud platform, without needing a server, physical phone wires or an IT team to operate. Unlike traditional call centers that require large hardware investments, cloud contact centers are deployed within a day, employees only need internet + computer/phone, and pay a monthly fee. For SMBs, this is the cheapest and most flexible switchboard approach. Zenify recorded an uptime of 99.99% for its cloud platform.
TL;DR
- Cloud contact center = call center on the cloud, no hardware.
- Fast deployment, monthly payment, flexible expansion.
- Remote employees only need internet.
- Suitable for SMB, no need for a large IT team.
- Risk: depends on the internet, need to choose a reputable platform.
What is Cloud contact center
Cloud contact center handles all customer communications in the cloud:
Call: virtual switchboard, call forwarding, recording.
Chat & social: connect to website chat, Zalo, Messenger.
Management: assignment, KPI tracking, reporting (see Multi-channel integration).
Compared to traditional switchboard:
Criteria | Traditional switchboard | Cloud contact center
Hardware | Servers, switchboard wires | No, runs on the cloud
Deployment | Week to month | During the day
Investment costs | High, once | Low, by month
Remote employees | Difficult | Easy, just need internet
Expand | Must buy additional equipment | Increase or decrease in a few clicks
Why should SMBs use cloud contact center
1. Low cost, no big investment
Don't buy servers, don't rent switchboard cables.
Pay monthly, according to number of employees, controllable (see Cost of operating the switchboard).
2. Quick deployment
Register, configure, run within a day, no waiting for installation.
Your customers don't have to wait for you to "get on the switchboard".
3. Remote employees
Employees can work anywhere, they just need the internet.
Flexible team, not "stuck" at the office.
4. Flexible expansion
More staff in high season, less in low season, pay according to needs.
Traditionally having to buy new equipment every time increase.
5. Available features
Recording, call routing, reporting, chat/social integration, available in the package.
Don't have to "combine" from multiple software.
What to keep in mind when choosing
1. Internet dependency
Broken Internet = interrupted communication. Need stable or backup connection.
Choose a platform with high guaranteed uptime (see Dropped calls).
2. Choose a reputable platform
Customer data is on the platform, choose a security unit, comply with regulations (see Regulatory call recording).
Carefully read the uptime commitment, support, and contract.
3. Integrate according to needs
What do you need: just call, or call + chat + social?
Choose the current matching package, expand later, don't buy "giant" right away.