How Cloud-based Call Centers impact Customer Experience?

Maruti Techlabs
Aug 18, 2017 · 3 min read

Key Benefits

The benefits that will impact fruitful customer experience from cloud based call centers include:

  1. Be Omnipresent for your customers: With cloud-based contact centres, your business can interact with their clients on the platforms they are available e.g. the web, email, phone, social media, chat and other mediums. The agents can work on multiple platforms from a single workstation, thereby multitasking and offering comprehensive customer support whenever and wherever.
  2. Easy access to Customer Data: The large volume of customer data can be easily accessed when required. This avoids data redundancy and allows documents that are hosted on the cloud to be accessed anytime and on any device.
  3. Faster Customer Resolution: Cloud contact centres typically rely on multiple software systems that include integration with Customer Relationship Management, call script generators and helpdesk tickets. Integrating the data of these systems to your traditional call centre system can be a tedious process. Cloud contact systems offer one-click integrations with dozens of leading business tools. This results in an integrated approach to customer queries which can be resolved with enriched agent experience reducing data redundancy and maximising efficiency and productivity.
  4. Secured Data: Cloud based systems ensure the reputation for securing client data on the cloud. The serious concern people fear about is compromising data security. Cloud providers make sure they stay ahead of the security threats. Cloud contact centres empower security much better than the on premise call centre systems.
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Maruti Techlabs

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The Mission

A network of business & tech podcasts designed to accelerate learning. Selected as “Best of 2018” by Apple.