In short, if you're focused primarily on phone-based interactions, a call center on cloud infrastructure is all you need. But if your CX strategy spans multiple channels, consider an omnichannel cloud contact center platform.

Key features of a cloud call center

Still wondering what a cloud call center is capable of? Let’s break down the core features that make it a modern business essential:

Virtual assistant / IVR

Automated voice-enabled technology like virtual assistants and IVR are essential, as they help handle basic interactions. For example, things like a customer calling to check their account balance or sending an outbound reminder of an appointment can be handled without human involvement.

Using natural language processing, these tools can also understand customer intent. They can provide relevant information, direct callers to the correct agent, or invite them to request a callback — all freeing up your agents to handle those complex inquiries which do require human input.

Automatic Call Distributor (ACD)

This feature automates call routing and directs customers to the most suitable agent or department.

With ACD, you can set up rules for routing calls based on agent skills, performance, or idle time, as well as availability. Intelligent tools can also route customers to their preferred channel by analyzing data from previous interactions.

Call forwarding

Call forwarding simply means that you can choose to send calls to a designated extension, or to multiple extensions and call groups.

Customer calls won’t go unanswered if an agent takes a break or if a department is closed for the day — the calls will be picked up by someone else. You can usually have calls forwarded to cell phones and also choose the number of rings before a call is forwarded.

Call recording

Call recording is another useful feature, as it helps you monitor performance, compliance, and customer satisfaction.

Supervisors can listen back to phone calls or view a recording of an agent’s screen, and use the information for training or issue resolution. Look for software that makes it easy to save and search recordings, and for agents to disable or pause recording when necessary.

Auto dialer

An auto-dial function eliminates errors and reduces time between calls, enabling agents to make more outbound calls in a shift.

It also means agents have more time to spend talking to customers and making sure they’re happy. You should be able to set up dial lists that refresh automatically when a new lead comes in, so that you’re calling the hottest lead first.

Voicemail management

Voicemail tools are handy for busy periods. Look for a system that alerts agents when customers leave voicemails, so they can respond quickly. Visual voicemail, meanwhile, uses AI to accurately transcribe voicemails into text (giving you an additional record of what was said).

On the outbound side of things, features like Vonage Contact Center’s Voicemail Drop let agents record messages that can get left automatically when a prospect doesn’t answer a call.

Real-time analytics

It’s vital that your call center software comes with analytics, helping you measure metrics like average response time, and revealing customer sentiment.

Real-time analytics allow supervisors to monitor agent performance and compliance, and to listen in on calls and give discreet assistance if needed. Post-call analytics are useful for training and scheduling and spotting trends, too.

Integrations

Make sure your chosen solution can integrate smoothly with other tools, such as CRM, productivity software, and workforce management tools. For example, by implementing VoIP CRM integration, agents can click-to-dial contacts directly from your CRM.

Security and uptime

Cloud call center security is paramount, so look for protocols like call encryption (TLS — Transport Layer Security and SRTP — Secure Real-time Transport Protocol) and permissions management, as well as redundant data centers in multiple locations.

You also need to know that your solution is reliable and offers excellent call quality. The best vendors give you robust support and optimum uptime reliability.

Cloud call center software use cases

• Customer service — Reduce wait times, personalize interactions, and scale globally

• Sales teams — Increase outbound efficiency with click-to-dial and real-time lead data

• Healthcare — Support secure patient communication and appointment scheduling

• Retail & ecommerce — Manage order status, returns, and seasonal demand

• Tech support — Empower reps with product data, device history, and remote tools

How cloud call centers help to improve customer experience (CX)

Call centers have one key aim — to keep customers happy. And moving to the cloud brings plenty of ways to do that:

Always available

Switching to a cloud-based call center makes it simpler to serve customers whenever they need you. Cloud-based call center solutions typically come with a plethora of advanced features that enable round-the-clock customer support.

For instance, virtual receptionists and Interactive Voice Response (IVR) menus can give customers information after working hours. But because the cloud also empowers remote work and flexible hours, you can have a global network of agents available 24/7. With guaranteed uptime, it also can mean no gaps in service.

Faster response time

Customers hate waiting on hold. Cloud-based solutions, though, offer features like smart call routing, auto-callback, and more to help minimize frustration even when there’s a high volume of calls.

For example, the Receptionist Console, available as an add-on to Vonage Business Communications, can handle up to 50 concurrent calls. That helps to make sure calls are answered quickly, before routing the customer to the right place.

Faster resolution

You can also improve resolution time with cloud-based software. If you set up automatic call distribution (ACD) with skills-based routing, for instance, calls are given to the agent who is best placed to handle that particular query.

Customers won’t get passed around or have to repeat their information. Plus, thanks to integration with tools like your CRM, you can pull in data from previous interactions to personalize the call and quickly look up product or technical info.

Convenience and choice

Cloud call centers can also be more readily customized with the help of add-ons, upgrades, and integrations.

By customizing contact center capabilities, you can communicate with customers on multiple channels, including video, messaging, email, chat, and social media. It’s more convenient because customers can choose how to contact you. And for outbound contacts, you can get in touch by their preferred method.

For example, sometimes a phone call isn’t convenient when a customer is working or is out and about. Instant messaging or SMS can work better, facilitating conversations while multitasking.

Seamless experience

With the right software, all of the channels mentioned earlier can be unified in one place, which makes it easy to hop between them if needed for a seamless interaction.

Since, according to Salesforce’s 5th annual State of the Connected Customer Report, 85% of customers expect consistent interactions across departments, offering an omnichannel experience is a great way to keep them satisfied.

This also helps you to gather data for analyzing customer happiness, engagement, and behavior. The results across all interactions are easily available and accessible.

How does a cloud call center work?

Cloud call centers operate over internet connections by using VoIP (Voice over Internet Protocol) technology. VoIP replaces traditional landlines and enables both voice and multimedia communications.

At a very basic level, VoIP works by converting audio or other information into small “data packets.” The “data packets” are then transported over an IP network, which are the networks that connect computers and smartphones. VoIP systems then reassemble the information at the other end so that it makes sense to the recipient.

VoIP doesn’t require telecom hardware, because it lets you make and receive calls via software on computers, laptops, and smartphones. All you need is a reliable internet connection, a router, and headsets for your team. However, if you prefer physical desk phones, you can adapt your existing phones for VoIP or buy dedicated IP phones.

The advantages of VoIP technology include excellent sound clarity, minimal latency, and low-cost phone calls.

Systems based on VoIP typically give you advanced features like call forwarding, recording, and caller ID, too. UCaaS solutions that use VoIP can also handle messaging and video communications and integrate with other digital systems and tools.

Here’s what the setup typically includes:

• Web browser or desktop/mobile app

• Headset or softphone

• Internet connection

• Access credentials from your cloud call center provider

Cloud calls are routed and recorded in real time, and features like IVR, CRM integration, and ACD are activated via the provider’s platform — no IT help required.

Are there drawbacks to choosing cloud call center solutions?

If your internet connection is weak, cloud calls may suffer from “jitter” (a delay in transporting those data packets we mentioned earlier). This causes distorted audio and visuals, which won’t impress your customers. You can avoid this by ensuring a reliable connection and sufficient bandwidth.

Network security and reliability are also important considerations, and it’s true that cloud architecture comes with its own challenges. You need to choose a vendor who will protect your data and keep your business up and running — so do the research and find one that checks all the security and compliance boxes.

The reliability challenges of cloud-based systems notwithstanding, remember that legacy systems are more vulnerable to localized outages, while hardware maintenance and troubleshooting with legacy systems are down to you, too.

Why Vonage?

Vonage stands out among cloud call center providers by offering:

• 99.999% uptime* for dependable service

• Seamless CRM and app integrations

• Global voice and messaging support

• Fast, no-hardware setup

• Unified communications and contact center capabilities

Whether you need to support remote agents, expand internationally, or level up your CX, Vonage helps you do it smarter and faster.

^{*Based on Vonage's average uptime from July 2021 to February 2022.}

A cloud call center — your next big business advantage

A cloud call center solution is much more cost-effective and scalable than an on-premises system. The technology means you can streamline operations and integrate your favorite tools for seamless interactions.

In a cloud-based solution, automations and efficient call center workforce management are crucial. Integrated advanced workforce management tools enable better resource allocation, scheduling, and agent performance tracking, maximizing agent productivity, meeting service level goals, and adapting to call volume fluctuations. These capabilities ensure your call center operates efficiently and provides top-notch customer service. Additionally, call center automation helps to improve workflows for your agents, and you can readily deliver on customer experience best practices like rapid responses and fast resolution.

Automation helps to improve workflows for your agents, and you can readily deliver on customer experience best practices like rapid responses and fast resolution. By keeping everyone happy, you’ll boost retention for both employees and customers.

See how a cloud call center solution could work for your team.