Cloud management platform- Call centers are a strategic part of any business that has an ongoing relationship with its customers. Whether it is an email reply to a customer query or a verbal reply to customer concerns, call centers support a diverse range of industries. Financial services, education, customer care, travel services & technical support, these and many other industries rely on call centers to manage and grow their businesses.

Online Support

In our Internet-centered world culture, online business-to-customer support and online business-to-business support have taken on greater importance. Commensurately, the more closely a call center is integrated with the fabric of the internet, the greater its present and future value will be. This is where cloud computing comes in.

For example, imagine being able to create and launch a virtual call center with volunteer agents from anywhere in the world. This is made possible by the introduction of a cloud computing platform which integrates call ctr. functionality and cloud computing. From anywhere in the world, volunteer or paid agents can access and utilize the call agent resources they require by using only their web browsers.

Cloud Computing Platforms

Cloud computing platforms have been developed that encompass three major functional areas:

Inbound Calling- which includes Inquiries, Technical Support & Complaints

Outbound Calling- which includes Customer Services, Sales Verification, Advisories, & Surveys

General Features- which includes Conference Calls, Call Transfers, Scripting, and Barge-In Coaching

Call Center APIs

Each of these three call ctr. functions draws from the following set of Application Programming Interfaces (APIs) to support features vital to call centers in the internet age.

Telephony APIs- Soft telephone, billing, order entry and scripting including Interactive Voice Response (IVR) systems to interact with a caller through touch-tone, voice recognition, and pre-recorded voice dialogue

Campaign Management APIs- including leads, lists, contacts and other campaign management capabilities

Report APIs- for reporting, archiving and warehousing call data and agent-entered information

Benefits of Cloud Computing

By distributing call center resources among agents on the Internet, cloud computing offers many benefits including scalability, improved security and archiving, remote access, and reduced cost. The cost of VOIP is significantly lower than the use of traditional voice lines and can save a company thousands of dollars alone depending on the scale of a business.

Where Does My Business Fit In?

Whatever the size of your business, by using a cloud computing platform approach for your call center you can build your business using your own agents anywhere in the world, or enlist the help of professional agents in countries that will help to make your call ctr. support function more efficient and affordable.

Listen to what some businesses have said about the benefits of enlisting cloud computing platform technology in their call centers:

"This state of the art product based on a combination of Cloud Service and Distributed Computing Architecture allows remote agents to be very productive."

"We are able to create and launch a virtual call centers with volunteers working from anywhere in the country"

"This is the best phone system we have used to date. The system can be customized and incorporated into almost any business model."

"After a long and tiresome campaign, it is finally election day. The call center finished up at 8 pm last night and I think we made something along the lines of 60,000 calls. Some of the advanced functionality has been commented on by our users. You are demonstrating what today's VOIP technology can achieve."

So whatever the type or scale of your business or political campaign, you can't afford to ignore cloud computing platforms as the most important emerging internet-powered technology in call centers today.

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