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.