What is cloud based contact center?

Cloud Based Contact Centers: Give Businesses The Flexibility To Provide Better Customer Experiences

What is cloud based contact center

Cloud Contact Center: What Is It & How Does It Work?

Technology is constantly evolving and each day, it gets more advanced, which means more flexibility, savings and ease of use for a range of businesses. Contact centers are beginning to see the potential benefits using cloud solutions.

In the process, they are moving towards automated and reliable cloud-based centers to meet the changing needs of customers behavior and adaptable business models.

In the modern world of web-based communication cloud contact centers allow businesses to have quick and easy accessibility to tools and the services that they require to communicate. Before we get into the benefits and capabilities of a cloud-based contact center , let us figure out What is cloud based contact center? What exactly is it?

Table of Contents

Cloud based contact center

What is cloud based contact center?

What is cloud based contact center? A cloud-based contact center is a contact center that uses cloud computing to deliver its services. It means the call center’s software hardware, data, and software are stored at a remote location instead of on premises. Agents will typically use cloud-based contact centers to take inbound and calls out from their personal computers.

In contrast to business VoIP cloud-based contact centers facilitate customer communications across multiple channels, such as phone text, email, social media and many more. It comes with advanced features that can’t be found in a traditional phone system.

How Does Cloud Based Contact Center Work?

Cloud contact centers are one that utilizes cloud computing to offer its services. That means, the call center’s software as well as the hardware as well as the data are hosted via a server located in a distant location rather than on premises.

These are steps for how a cloud-based contact center functions:

  1. The business is reached by a customer via a phone call or email, chat or via social media.
  2. Cloud Contact Center Software takes in the message from the customer and relays it to the correct agent.
  3. The agent communicates with the customer and solves their problem.
  4. The cloud-based contact center software tracks the contact and records it to be used in the future.

Cloud Based Contact Center Architecture

The cloud’s architecture contact center is different based on the specific service but there are elements that are common to all. They comprise:

  • Contact center software: Contact center software is the basic component of the system. It has the capabilities and features agents require to communicate with customers, for example chat, call routing, and email.
  • Contact center hardware: Hardware for the contact center comprises the servers, storage, as well as networking equipment, which are utilized to operate the software used by the contact center.
  • Contact center network:  Contact center network links hardware of the contact center as well as software with the Internet. Agents can communicate with customers as well as connect to the contact center software.
  • Contact center data: Contact center data contains information on customers’ calls, customers and interactions. The data is stored on the contact center’s hardware and software.

Cloud contact center technology was designed in order to be flexible and scalable. This means it is able to easily be adapted to the changing volume of calls or the demands of a business.

Cloud Based Contact Center Architecture

Types of cloud contact center architecture

There are two kinds of cloud contact center architectures:

  1. Private cloud: Private cloud an online cloud service which is exclusively used by one particular organization. This kind of structure can be more reliable and secure however, it can be costly.
  2. Public cloud: A public cloud an online cloud service that can be shared among multiple companies. This kind of structure is more affordable, however it’s also less secure and stable.

Technologies used in Cloud Based Contact Center

The cloud-based contact center software makes use of various technologies to offer its services, which include:

  • VoIP (Voice over Internet Protocol): VoIP is used to transfer voice calls using the internet. This lets businesses reduce the cost of traditional telephone lines.
  • WebRTC (Web Real-Time Communication): WebRTC is used to allow real-time communications among two or more people via the internet. Businesses can offer video and chat capabilities in their contact centers.
  • Artificial intelligence (AI): AI is utilized to automate tasks in the call center, for example, answering questions and routing calls. This lets agents concentrate on more complicated customer interactions.
  • Machine learning: Machine learning is utilized to enhance the efficiency of cloud-based Contact Center software. This is achieved by analyzing information from previous interactions with customers and utilizing it to forecast future interactions.

Cloud contact center vs. traditional contact center

A cloud-based contact center is a contact center that makes use of cloud computing to offer its services. It means the contact center’s software, hardware, as well as information are stored via a server located in a distant location instead of on premises.

The traditional call center refers to a center that relies on infrastructure located on premises to offer its services. It means that call center’s software, hardware and information are stored on the servers of the business.

Here’s a table to compare the two kinds of centers for contact:

Feature Cloud Contact Center Traditional Contact Center
  • Scalability

Easy to scale up or down as needed

More difficult to scale

  • Cost-effectiveness

Typically more cost-effective

Can be more expensive

  • Flexibility

More flexible

Less flexible

  • Security

Just as secure as traditional contact centers

Can be less secure, depending on the security measures in place

  • Features

Offer a wider range of features and functionality

May offer fewer features and functionality

  • Maintenance

Less maintenance required

More maintenance required

Overall, cloud-based contact centers provide a variety of benefits over conventional contact centers. They are more flexible and cost-effective, as well as flexible and secure. Furthermore, they have more options and features.

Here are a few important differences between cloud-based contact centers and traditional call centers:

  • Scalability: Cloud-based contact centers are more flexible to increase or decrease their size according to the need, which makes the perfect solution for companies with changing call volumes. Traditional contact centers are less scalable because businesses will require the purchase of additional equipment and software.
  • Cost-effectiveness: Cloud-based contact centers typically cost less than traditional contact centers since businesses don’t have to buy or maintain their own equipment and software. Traditional contact centers are more costly because companies have to build their own facilities.
  • Flexibility: Contact centers can be more flexible than conventional contact centers since businesses can access cloud contact centers from any location with the internet. Traditional contact centers aren’t as flexible since businesses must be physically close to the center.
  • Security: Cloud contact centers are equally secure than traditional call centers since they employ the same encryption techniques and security protocols. However, cloud-based contact centers are more susceptible to cyberattacks since they are hosted on the internet.
  • Features: Cloud contact centers have more capabilities and features as compared to traditional centers including multichannel communication, automated call routing, as well as speech analytics. Traditional contact centers might have less features and capabilities.
  • Maintenance: Cloud contact centers require less maintenance than conventional call centers, since the provider is accountable for the care and maintenance of their hardware and software. Contact centers that are traditional require greater maintenance, since businesses are required to control their infrastructure.
Before transitioning to the cloud After transitioning to the cloud
  • Customer communications are siloed across different departments and teams
  • Agents have access to all customer communications in a single integrated platform
  • Customers are limited to using a few fractured channels
  • Customers are limited to using a few fractured channels
  • Call analytics data is reduced to single, incomplete data points
  • Deep analytics across all calls are readily available and easy to access
  • Callers spend a large part of their time on hold, waiting for the next available agent
  • Calls are routed smartly with less hold time and modern alternatives like automatic callback
  • Agent performance is difficult to measure, analyze, and improve
  • Agents receive better feedback and training based on real-time analytics and monitoring

Cloud Based Contact Center Features

Cloud contact centers can provide various advanced VoIP features that aren’t accessible in traditional contact centers, such as:

  • Multi-channel support: Cloud contact centers permit customers to connect to companies through a variety of digital and voice channels, such as VoIP phone calls, email, SMS chat, as well as social media. This gives a more efficient and flexible experience for customers, because customers can pick the best channel for them.
  • Artificial Intelligence (AI):  Cloud contact centers typically contain AI-powered features like natural processing of languages, IVR and IVA, automated self-service solutions as well as sentiment analysis and automated post-call summary. These features automatized by AI help decrease call volume, boost customer satisfaction and help eliminate repetitive tasks for agents. On-premise contact centers don’t typically have access to these advanced AI technology.
  • Real-time analytics and reporting: CCaaS solutions offer real-time data and analytics that analyze a myriad of contact center KPIs. They also aid businesses in understanding customer behavior and improve their operation.
  • Integration with other systems:  Cloud contact centers can easily connect to other systems, like ERP and CRM platforms, which makes it simpler to share customer information and streamlining processes. On-premise contact centers could require a significant effort to connect to other systems.
  • Workforce management: CCaaS features such as monitoring of calls and analytics, as well as real-time schedule adherence monitoring and in-call coaching can enhance your company’s workforce optimization plan. These tools monitor agent performance and anticipate workloads. They also respond quickly to ensure that the agent’s and business goals are achieved.
  • Disaster recovery: CCaaS data is stored in the cloud, and is easily accessible and re-usable. Top providers also include redundant network systems and automated backups of data, and real-time monitoring of the network.

Benefits of Cloud Based Contact Centers

Cloud-based contact centers have many advantages over traditional, on-premises contact centers, for example:

  • Scalability: Cloud-based contact centers can be easily scaled either up or down depending on the requirements and are ideal for businesses that have changing call volumes.
  • Cost-effectiveness:  Cloud-based call centers typically cost less than traditional on-premises call centers because companies do not need to buy as well as maintain their own equipment and software.
  • Flexibility: Cloud-based contact centers offer more flexibility than conventional, on-premises contact centers since businesses can connect from anywhere using the internet.
  • Security: Cloud-based contact centers are the same secure and safe as conventional on-premises call centers, because they use the same encryption protocols and security protocols.
  • Advanced features: Cloud-based contact centers offer an array of capabilities and features than traditional on-premises call centers including omnichannel communications as well as automatic call routing as well as speech analytics.

Here are a few specific advantages from cloud-based call centers.

  • Reduced costs: Cloud-based call centers allow businesses to save cash on hardware, software as well as maintenance costs. They do not have to buy or maintain their own call centers, and this could help them save a substantial amount of cash.
  • Improved scalability: Cloud-based contact centers are scalable easily and businesses are able to add agents or take them off as they need to. This is great for businesses that have a fluctuating volume of calls.
  • Enhanced security: Cloud-based contact centers are equipped with identical security standards used by traditional on-premises centers, which means that businesses can rest assured that their information is safe. Cloud providers also have greater than enough resources for security, which could help protect companies from cyber-attacks.
  • Increased flexibility: Cloud-based call centers are accessible any time with an internet connection, which means companies can offer customer support all hours of the day. This is perfect for companies that have a large customer base.
  • Improved customer experience: Cloud-based call centers can provide a wider array of functions and features, including omnichannel communication and automatic call routing as well as speech analytics. These capabilities can help companies enhance customer satisfaction by offering customers an easier and more personalized means of communicating with them.

How to Choose the Right Cloud Contact Center Vendor

The process of selecting the ideal cloud contact center service provider can be a daunting process however, it is crucial to research thoroughly and select a vendor that can meet your particular requirements. There are a few things to take into consideration when selecting the right cloud contact center provider:

  • Your budget: Cloud contact center solutions may vary in cost which is why it is crucial to determine a budget before you begin your search.
  • Your needs: Think about what size you need for your company as well as the volume of your calls and the features you’ll need.
  • The vendor’s reputation: Research to ensure that the company you select has a positive reputation and has a track record of offering reliable services.
  • The vendor’s features and functionality: The vendor’s features and functionality: Make sure that you have the features and capabilities you require, like multichannel communication, automatic call routing, as well as speech analytics.
  • The vendor’s security: Ensure that the vendor is protected by strong secure measures that safeguard your personal data.
  • The vendor’s customer support: Check to see if the vendor has excellent customer service in the event that you require assistance regarding your account.

Why use cloud contact center?

Here are a few reasons to consider using a cloud-based contact center system:

  • Reduced IT overhead: Cloud contact centers don’t require on-premises equipment or software, which means companies can cut down on their IT costs.
  • Faster deployment: Cloud call centers may be set up quickly and effortlessly, which means businesses can get started using them immediately.
  • Easy to manage: Cloud-based contact centers can be simple to manage as the provider is responsible for maintaining and updating.
  • Improved collaboration: Cloud contact centers let employees communicate with one their colleagues and other departments like marketing and sales.
  • Improved reporting: Cloud contact centers offer precise reports, which helps businesses monitor their performance and enhance their customer service.


Cloud-based contact centers provide the flexibility, agility, and cost-efficiency required to keep up with the demands of the ever-changing business landscape. No matter if you’re a start-up or a huge enterprise, utilizing the cloud can enable your company to provide exceptional customer service while being able to adapt to the changing demands and market trends.

Frequently Asked Questions

The distinction between a cloud contact center and a hosted contact center is that a cloud contact center, which is a center that makes use of cloud computing to offer its services. hosted contact centers are an organization that relies on a third-party service provider to host its hardware, software and data. That means the service provider is accountable for the care and repair of the infrastructure used by the contact center.


The virtual call center in which all employees of customer support are remotely located in different locations.

There are also three main types of cloud computing services: Infrastructure-as-a-Service (IaaS), Platforms-as-a-Service (PaaS), and Software-as-a-Service (SaaS)


Request a Demo