Selecting a Cloud Contact Center Solution

Cloud contact center solutions are all the rage right now because they offer all of the benefits of a premised-based call center solution but at a fraction of the cost, and they require no maintenance since it is all web hosted.  One question, however, remains for many: How do I go about selecting the right cloud contact center software, and do I have to piecemeal it together myself?

Cloud contact center software provides a web-based, full functioning and integrated contact center that looks and acts very similar to a robust, complete on-premise contact center. With a blending of inbound call management, predictive dialing, CRM, reporting, intelligent call routing and more, this software enables businesses to increase sales productivity, provide more personalized customer service and get more targeted with their marketing campaigns.  They can include a wide range of features and you need to be sure you are selecting one that has what you need.

Here is a list of some of the common features:

  • ACD Intelligent Routing
  • Admin-to-Agent Chat
  • Analytics
  • Branch Scripting
  • Call Back Reminders
  • Call Back Scheduler
  • Call Conferencing
  • Call Monitoring
  • Call Recording
  • Campaign Hot Keys
  • Cloud APIs
  • CTI Screen Pop
  • Custom Call Distribution
  • Custom Call-time Rules
  • Custom Hold Music
  • Custom Lead Recycling
  • Custom Reporting
  • Customizable CRM
  • Customized Drip Emails
  • Embedded Web-form
  • Hosted IVR
  • Lead Drips
  • Lead Scrubbing
  • Predictive Dialing
  • Preview Dialing
  • Real-Time Dashboard
  • Voice Broadcasting
  • Voicemail Box

To ensure you select the right cloud contact center software for your business, you need to take the time to assess your requirements and determine how you will use it and what you hope to gain from it.  You should create a short table in Word or Excel that lists your primary business functions on the left and what capabilities you require from the cloud contact center solution to fulfill those.  This will help you assess which solutions will work and which won’t.  You also need to think about your budget and how much each of these products costs.  Most are available on a monthly subscription basis.

Implementation is also a significant consideration.  You do not want to have any long term business interruptions from the installation of this product.  Identify what your breaking point is.  In other words, can you handle a minor operational disruption to your inbound and outbound call management efforts for just hours, days or weeks?  Then, you can compare solutions to determine which meets your implementation timeframe.

These are simply some of the many considerations to keep in mind when selecting your cloud contact center software.

You can also download our comprehensive ebook for a much deeper dive into all aspects of selecting a cloud contact center solution. Click here to download the ebook.


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