It is easy to see why cloud-based contact centers are growing more popular. They not only help organizations save money, but they also help improve employee and customer satisfaction.

A Cloud based contact center is a contact center solution whereby employees can operate from separate geographic locations, rather than being in a centralized office. This can include having several offices worldwide to take advantage of multiple time zones and labor benefits or having call center agents working from their homes.

Cloud based contacts eliminate the need for large, open plan call centers with a cacophony of call agents all answering calls at the same time. Instead, tranquility is restored as agents are housed in smaller groups or work is outsourced to countries with lower employment costs.

With Cloud, you can work from anywhere.

Switching from a traditional contact center to a cloud call center strategy has various advantages for businesses. Because less room is necessary for workers, rent and operational costs are decreased. Employee turnover is reduced by up to 25%, resulting in lower hiring costs and a larger pool of potential call center agents due to the removal of geographic hiring restrictions.

A remote working environment, on the other hand, is appealing to many agents. It shortens travel times, saves money on transportation, and allows for more flexibility in working hours, resulting in a better work-life balance.

3CX Cloud Contact Center Solutions

The 3CX call center module creates a seamless cloud contact center package for businesses of any size. Web-based solution empowers businesses to deliver personalized and consistent customer experiences across multiple communication channels, whether agents are based at home or at an onsite call center.

Cloud Call Center software from 3CX includes

A fully integrated live wallboard and switchboard

Queue managers can easily track agent activity with real-time monitoring from the 3CX wallboard. The wallboard highlights talk time, calls waiting, callbacks and more at a glance, so you can manage performance throughout the day.

3CX Live Chat

Generate more leads by capturing website visitors whilst they are browsing your site. Connect instantly from your web client to assist with sales and support queries or book appointments.

Comprehensive reporting and analytics tools

3CX Professional and Enterprise licenses include over 30 reports to help you monitor agent performance and quality of service. Reports can be delivered directly to queue managers’ emails, as frequently as is required.

Advanced queuing strategies and call flows

Streamline the customer service process with strategic queuing and streamlined Interactive Voice Responses (IVR) from the 3CX Call Flow designer. With 13 polling strategies to choose from, incoming calls are guaranteed to be distributed effectively. You can minimize wasted calls and free agents to focus on quality conversations.

Plug and play contact center integrations

Integrate your CRM, ERP and Accounting System with your call center solution and initiate calls with a single click. Additionally, there is no need to worry about manual data entry as 3CX updates call logs and chat records automatically, ensuring you have a clear audit trail for all interactions.

“The cloud is the future – Move your Contact Center to Cloud.”

We can help you smoothly shift your typical on-premises Contact Centre to the cloud.

There are various cloud options for you to choose. It allows you to plan your path to the cloud using hybrid solutions, on-premises + cloud services or multi cloud. Every business can benefit from those newly cloud solutions.

Here are the Benefits,

  • Improve customer experience.

  • Scale your contact center elastically.

  • Add communications channels easily.

  • Frequent iteration

  • Global reach

  • Enhanced Security

  • Increased reliability

  • Cost control

  • Intelligent routing