GoResponse Telephone Answering Service Staff

Important cloud features for call centres

cloudsAn increasing number of call centres are utilising the cloud computing industry to access various applications. This can have many benefits for telephone answering services, including improving the ability to manage and streamline business processes. However, it is important to choose the right applications, and paying attention to certain features is vital.

The first thing to recognise is that there is a difference between cloud computing and hosted computing. The latter option provides a dedicated server for each client and is more expensive. Meanwhile, because true cloud computing spreads the cost between pools of clients, savings can be made.

When choosing a supplier, it is important to establish whether they have the expertise and resources to continually develop a product. Key functions, such as forecasting emails and webchats, should be offered. In addition, true cloud solutions should not require heavy IT investment, allowing call centres to log in and start using systems straight away instead of having to go through rigorous training procedures.

Finally, the best suppliers are those that have an active online discussion community that is moderated by experts. Having this service in place offers peace of mind that the right professionals will be on hand to lend call centres their support when help is required.

Choosing the right cloud supplier can be very advantageous for call centres. By focussing on key features, executives can make the best decisions possible.

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