A cloud call center is an online, central point of contact for any business that offers customer service. Also known as a contact center, virtual call center, or cloud contact center, a cloud call center is where businesses and their customers interact, communicate, and share information online. Most cloud call centers conveniently offer many kinds of customer contact through voice calls, chats, web inquiries, email, SMS/texts, messengers, social networking sites, and more. They are generally used with cloud contact center software to facilitate multichannel routing of interactions, monitor interactions for performance and quality, and maintain data for analysis and tracking—all in a virtual environment accessible by agents, supervisors, and customers online.
A cloud call center provides:
- A central point for business and customers to communicate
- Customer contact through voice calls, chats, web inquiries, email, SMS/texts, and social networking sites
- Multichannel routing of interactions
- Customer service operations that can be performed anywhere by anyone
Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Our cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.