Apr 8, 2021

BPO: Outsourcing Contact Centers to the Cloud

By [24]7.ai

What is Business Process Outsourcing (BPO)?

Cloud call centers are web-based platforms that handle customer communications. They help companies reduce costs and maximize efficiency. By modernizing call centers with cloud solutions, companies can enhance customer experience with both digital and voice interactions and improve their overall customer service. With the ability to streamline communications, cloud call centers offer a modern and optimized alternative to traditional call centers. In order to get access to the best cloud solutions on the market, businesses are looking at outsourcing this important business process to a BPO, or Business Process Outsourcing partner.


Benefits of outsourcing your cloud call center solutions

Here are some benefits that outsourcing to get a quality cloud call center solution can offer:


Become more efficient

Cloud center solutions allow for automatic processes to be put in place to limit the need to manually manage simple enquiries. This can give your employees more bandwidth to handle more complex calls and processes.


Give agents automated insight

Agents can get virtual assistance to improve their performance. Cloud call center solutions offer features that can give agents valuable insights, including coaching on interactions and relevant articles.


Quick set-up

As opposed to traditional call centers, which can take months to set up, cloud contact centers can be deployed much more quickly. Because these solutions are already set up, you may be able to start using your call center in a matter of hours, depending on the type of solution you choose.


Improve customer experience

Cloud call centers can optimize how your company communicates with customers. Artificial intelligence systems can personalize each customer’s experience with features such as regional greetings and contextual responses.


Gain customer insights

With machine learning and Natural Language Processing (NLP), cloud call center solutions give your company access to important information on customers’ preferences and behavior.


Features of cloud call center solutions

Cloud call center solutions can offer the following features for your business:


Geographically distributed teams

Cloud call center software lets you deploy agents from any location, allowing for business continuity and added flexibility. Having agents in different geographical locations and time zones allow customers to get assistance 24/7.


Call queueing and routing

With call/custom routing and queueing, cloud call centers can connect customers with agents more quickly, by triaging calls and directing them to the right agent or bot. This can help reduce wait times and call abandonment, keeping your customers satisfied.


Custom data integration

Custom data integrations help agents access relevant context to personalize customer experience, using custom voice greetings, insights into your customers’ preferences based on historical data, and agent routing based on department or skills.


Recorded calls

Cloud contact centers record all calls, allowing your company to reference high-quality interactions in trainings and find ways to improve performance.


Advanced security

The advanced security features hide personal phone numbers and other secure information from agents’ conversations with customers once the interactions are complete.


Cloud call center solutions: frequently asked questions

What features are provided in the cloud call center?

Cloud call center solutions offer many features designed to optimize agent and customer experience. Some features may include AI chatbots, agent assist, call routing, call recording, and access to digital channels.


What is the best call center solution?

The best call center solutions provide agents with tools they need to improve communication quality and give customers a personalized experience with each interaction.


How do cloud call center solutions work?

Cloud call centers give agents an internet-accessible platform to connect with customers. Using digital and voice channels, these solutions modernize the way that call centers work. Cloud call centers use cloud telephony technology and AI assistance to help companies improve customer interactions.


Why do companies use cloud-based call center solutions?

Cloud call center solutions allow companies to increase efficiency, reduce costs, and enhance customer experience. Compared to traditional call centers, cloud call centers are quicker to set up and use modern features to allow for better communications between agents and customers.