AscentBPO's blog: Cloud contact center

Monday, January 9, 2023

cloud call center solutions: The Right Solution for Indian BPO Compnay

Ascentbpo 1:23:00 PM 1

Besides facing severe competition from countries like the Philippines, South Africa, and Latin America, the Indian BPO company has to struggle with increased operational expenses, rising manpower costs, and attrition. Along with this, keeping call center margins under the tab and variable agent count requirements poses difficulty as well. To meet the above-stated challenges, BPOs either deploy premise-based contact centers or on the cloud.

Both of the technologies have a sea difference when it comes to benefits and advantages. Premise-based Call Center has become outdated and BPOs are showing keen interest in deploying cloud-based Hosted center. For instance, when it comes to staying updated and upfront on technology, it becomes very difficult and expensive to upgrade a premise-based call center. As the cloud center is offered by the service provider, the maintenance and upgrades are taken care of by the provider.

Usually, the cloud-based solution is a bundled offering of connectivity, VoIP, PRI, or DID minutes to suit the needs of both outbound and inbound BPOs. Cloud-based cloud center is delivered over the Internet as SaaS (Software-as-a-model). Unlike premise-based contact centers, a cloud solution is a pay-per-use model. A BPO has to choose and pay only for the modules, it has opted for.

To accommodate a premise-based model, a BPO has to deploy an expensive server along with paying for the cost of the entire infrastructure and dialer. As the deployed infrastructure is maintained, managed, and utilized by the BPO only, it becomes a very expensive ordeal for the management and IT department. Premised hosted call center needs the in-house redundant system to be 'up-and-running' and highly skilled IT resources for the infrastructure.

A premise call center is neither suited for a multi-site environment nor can be easily integrated with third-party applications such as CRM whereas a cloud-based contact center is multi-tier and multi-tenant. Enterprises can deploy both home agents and multi-site environments in a cloud-based contact center. It just takes two minutes to start with the cloud. A cloud contact center helps BPO to save upfront money on equipment purchases and integration costs considerably.

The legacy technology of premise-based contact centers can be replaced with the powerful contact center on the cloud at a lower IT budget, quickly and affordably. The redundant system to ensure uninterrupted operations of the cloud is deployed by the service provider reducing dependence on IT personnel next to nothing.

A cloud-based center is secure and reliable. Moreover, it enables BPOs to focus on the core strategic issues rather than spending time on software troubles and maintenance of hosted center infrastructure.

Article Source: http://EzineArticles.com/6719990

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Friday, October 23, 2020

Everything About the need of Cloud Contact Center

Ascentbpo 3:03:00 PM 0

Many of us might not be familiar with the term Cloud Contact center but if you know about the call center then you could easily relate to this too. So basically, it is a network-based system that can be viewed as an advanced form of a call center with multiple functions and multiple communication mediums whereas call center is just limited to handling phone calls only. Here, the system is managed by the operators after the integration of various software with all possible communication mediums used as customer service tools like call, text messages, chat, social media, e-mail through which client/customer can address their problems specifically and assured of an immediate solution.

Every organization that has an established market or wants to create a place for itself needs to have a responsive customer help & support center where customers can directly approach the representatives of the company to share their issues and feedback. If you have a stronghold on your customers then nothing can stop your company products/services to excel. Now, the important point is how to get this hold and how to create mutual respect between you and your customers?

Well, you being an owner of a company that wants to increase its market domain and attract more and more customers so first of all, you need to know and analyze your current customer experience so that you can easily rectify issues, if any as one of the crucial form of marketing product is face-to-face promotion, so if your old customers are happy then chances are high that they will refer you to others.

Cloud contact center provides advanced call center facility remotely to the business organizations and offices. Customers want instant solutions to their problems and in this digital era when the internet is considered as a quick medium, it has completely outdated traditional phone-calling system. Let us know more about the purpose of the cloud contact center.

For More https://www.ascentbpo.com/cloud-contact-center

Cloud Call Center

A cloud call center, also known as a cloud contact center, provides quick and easy access to all inbound and outbound communications with customers. Typically hosted on an internet-connected server, cloud call centers have the ability to make interactions through the web from virtually anywhere.