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What Is Cloud Based Call Center Software

Author : jodiea webster


The new buzz in the call center industry is cloud based call center software. Although this technology has become very popular, many people are still unsure what cloud computing technology is. With respect to call centers, having cloud technology means that the call center has a software suite that is available through the internet as a service. You don't need to "purchase" the software and host it on your own servers. You pay a company a fee per month (usually based on the number of agents you have accessing the software) and that company manages the upgrades, hosting, and everything else you once did in house with your own IT staff.

This technology gives the call center (and their clients) the option to access data, resources, and other useful information without requiring the software to be hosted on site. Basically, all a call center needs is an internet with access to the software suite. Software providers make the interfaces backwards compatible with the most popular hardware making interfacing simple. The software and data are stored in the servers at a remote location so you don't need to worry about backups and security anymore. The great part about cloud computing is that's maintenance is someone else's headache.

These cloud-based services can be used with any operator terminal connected to the internet. When using the cloud-computing technology, a person can access this software as long as it is installed in the cloud server. Because this new technology has become so popular and convenient, many call centers are now using this service. The benefits in call centers include reducing the IT and equipments requirements as well as cutting operation costs. If your call center is larger, it is sometimes cheaper to run your own software in house and lease it from the software provider. Cloud based providers will often offer a non hosted solution at a much larger upfront fee, however it becomes much cheaper in the long run and better for a large "seat" call center.

For a small call center, going into the cloud is a low cost way to utilize one simple outsourcing avenue to reduce expenses and increase productivity. By using cloud-computing technology, the server backup and maintenance that used to eat into your day is hosted elsewhere and professionally managed by someone what has dedicated staff and better redundancies. And, because the cloud based providers are just providing the software, they are usually extremely current with any new telecom technology you can offer to your own customers. For instance, newer call center applications like appointment setting, order entry, and live chat interactions can be monitored and billed with ease using these new software platforms.

Outsourcing is very beneficial, even to call centers that are outsourcing providers themselves. Call centers understand the benefit of outsourcing and are not shy about outsourcing some of their tasks to businesses who can provide a service better and cheaper. When used properly, this new way to deliver call center software helps your answering service stay current and keep costs low.


Author's Resource Box

call center customer service. Other noteworthy posts include how to keep your call center staff positive and what you should know about help desk services.

Article Source:
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Tags:   call center customer service, keep your call center staff positive

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Submitted : 2012-03-20    Word Count : 514    Times Viewed: 1072