What Features Should You Look For In A Cloud-Based Contact Center Solution?


Successful organizations constantly look for ways to do more with less. That is why they are opting for cloud-based contact center solutions to provide their customers with excellent customer support. Cloud-based contact center solutions offer the most sophisticated inbound and outbound calling technologies to organizations seeking ways to replace their traditional on-premise contact center infrastructure.

While organizations have endless numbers of options available, not all contact center solutions are created equally. So, here is the list of features you should look for when choosing your contact center as a service (CCaaS) solution.

Table of Contents

Must-have features of CCaaS

Omnichannel: Since your customers are not limited to phone calls to reach your customer support, you have to provide customer support via other communication channels too, including chat, email, and social media. It is vital to look for a contact center solution that can easily integrate with your other communication channels. Not only will this reduce customer friction but also make it easier for your customer support team to have a record of conversations.

Call Routing: When your customers reach your customer support team, they must quickly connect to the right person. Whether your customers need to choose the department after listening to various options or your software automatically connects your customer to your customer support, it is vital to understand the working of call routing when choosing your contact center solution. Make sure the solution you choose is easy to set up and update. Before you implement your chosen contact center solution, make sure you try changing your workflow to ensure you don’t get stuck with its configuration.

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CRM integration for customer context: It is frustrating for customers to tell their issues or repeat the summary of their previous conversation to different support team members again and again. So, you will need a contact center solution that integrates with your CRM for customer context. This will enable your customer support team to provide better services. Many contact center solutions offer context through CTI (computer-telephony integration) pop-ups to give the support team more context about the customer, helping them know who is calling and giving them complete insight into their previous conversations.

Cloud-based calling: While your Contact Centre as a Service (CCaaS) can consist of on-premise software, it is vital for call centres to use cloud-based phone systems and software. Not only do cloud-based phone systems eliminate the need for dealing with complex hardware but also reduce the cost of setting up the infrastructure. So, look for a CCaaS solution that offers VoIP calling and doesn’t require any installation of traditional phone lines.

The Bottom Line

Now that you know what features you should look for when choosing CCaaS, what are you waiting for? Find the best CCaaS and migrate your traditional on-premise telephone system to cloud-based contact center solutions and take your business to the next level. However, if you are still not sure how to choose the best CCaaS, you can take help from the consultant.


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