5 Benefits Of Cloud Contact Centres

/ Cloud Computing

Just as it is in many other areas of computing, cloud technology is becoming an increasingly important aspect of contact centre solutions – but why are cloud contact centres so compelling?

1. Scalable capacity

Daviker’s Cloud Contact Centre package is truly cloud-based, with no additional on-site hardware required in order to make use of it, and unlimited scalable capacity.

This is fully flexible – you’re not committed to a certain number of agents in your pricing plan, you can go from 10 one day, to 25 the next, and back down to 10, and just pay for what you use.

Not only that, but unlike some other contact centre solutions, you don’t even have to physically be on-site yourself in order to access it.

2. Remote access

As a fully cloud-based solution, any computer with a web browser can be used to reach the login URL and access the online software remotely.

It’s a genuinely fourth-dimensional solution in the true spirit of the internet, and it means in principle that your call centre agents could be in any number of locations, anywhere in the world.

So scalability and flexibility of remote access are two of the advantages of these kinds of contact centre solutions – what else?

3. IVR features

There’s all of the usual features you might expect in contact centre solutions, including comfort messages and updates on position in the queue for waiting callers.

Priority calls can also be fast-tracked through to an agent, a queue-jumping feature commonly known as the ‘golden ticket’.

Cloud Contact Centre also provides a real-time dashboard and reporting suite, allowing the whole contact centre to be monitored from a single point online.

4. Resilience

We are also proud to run Daviker Cloud Contact Centre on the BT Cloud network, meaning you can have the confidence in its resiliency that comes from working with the UK’s national telecoms provider.

Cloud Contact Centre ‘lives’ in the cloud, with direct interconnectability with BT’s own internet backbone.

This means seamless delivery to you as the end-user, but know that behind the scenes, two separate UK-based nodes are offering failover redundancy and resistance to geolocated threats, for ‘five nines’ availability rates.

5. Pricing

The flexible pricing structure is worth mentioning again, because it goes beyond simply charging you for what you use.

For example, consider a slump in activity in your contact centre – with most contact centre solutions, you would continue to pay for your contracted capacity.

With Cloud Contact Centre, you can immediately scale back your usage and your billing, so when your activity – and your associated income – drops, you immediately pay less for your use of the system, allowing you to retain profitability.

Click here if you would like more information on Cloud Contact Centres or to see the other services that Daviker offers click here here or call us on 0843 634 5807