GoResponse Telephone Answering Service Staff

Cloud computing solutions could improve contact centres

Many call centres are now looking to the world of cloud computing to help optimise their business. Telephone answering services have to take every opportunity to get the greatest possible performance out of agents whilst ensuring customer services is extremely high quality. The cloud offers some benefits for those who want to accomplish this.

Jason Roos, an expert in the field, explained that one advantage of cloud computing is that there are lots of ready-made applications just waiting to be installed. Implementing traditional technology into call centres can be difficult, but with the cloud providing a host of useful software on a pay-as-you-go basis, executives can choose to bolster their existing technology or create an entire end-to-end solution.

Another benefit for call centres is that by using cloud services, businesses can create an entire virtual environment that is independent of agent location. This means that agent teams can be brought together no matter where they are in the world, allowing flexible working. In addition, when call traffic increases, additional agents can be utilised, with cloud computing apps allowing executives to divert calls to an alternate destination.

Overall, there are many advantages to gain from using cloud computing options. Whilst firms may be wary of turning an entire telephone answering services centre over to the cloud, using individual apps and programs can be a very good idea.

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