Widespread adoption of cloud communications in call centers

Cloud communications is the integration of many communication modalities. It includes methods such as video, email, chat and voice to reduce or eliminate communication lag. Cloud communications is essentially an internet-based communication. The storage, applications and switching are handled and hosted by a 3rd party through the cloud. Cloud services are a wide aspect of cloud communication. These services act because the primary data center for enterprises, and cloud communications is obtainable by cloud service providers. Global cloud market continues to grow with a high acceleration. Cloud contact center solutions likewise remain a robust tool for delivering best customer experiences. A Cloud Contact Center solution can help large organizations to meet the issues of communicating with their customers. This gives greater security and scalability also with advantage of Ease of managing remote agents, effortless upgrades, Data visibility and customization in real-time In addition to greater versatility in their working conditions, the agents experience high efficiency when using a cloud solution.

Cloud communications provides tons of communication resources to us, from servers and storage to enterprise applications like email, data security, backup and data recovery, and voice, which are all delivered over the internet and provides a hosting environment that is flexible, scalable and secure.

Cloud communications has produced the following in enterprises:

  • Decentralization (company operations in branch and home offices)
  • Increase in the number of communications and data devices accessing the organizational networks
  • Managing IT assets and applications

Many organizations today use cloud. Cloud communications are not only a big flexible, and reliable platform for productive applications, and also an equally irresistible platform for business communications solutions including phone, videoconference, fax, voice, short message service (SMS) text etc.

It is often said about technology that anything you can do in real time; you can pay for in the cloud. This is not a hyperbole. The cloud is a computer host, after all. In business communications, the first priority in technology you must consider is your business’ phone system, then you consider about your website, text and instant messaging, video conferencing, and more.

Apart from your individual items, cloud providers sometimes offer what is called a Unified-Communications as a Service platform (UCaaS). This fast-growing product combines telephone technology and messaging technology with web and video conferencing, and collaboration options. UCaaS, not only provides organizations with all the technology they’ll ever need, they also provide the following.

  • Disaster recovery and Managed support
  • Thorough analytics
  • Management in software integration
  • Regulatory support And Global service delivery

Example of cloud computing is Software as a Service (SaaS). This means that software such as general desktop applications and associated data are not on your PC, but are hosted remotely and accessed over the Internet using a web browser. By this you can save storage spaces and it assures you a better efficiency.

Software as a Service uses a various business models, where you don’t buy the software and server hardware but rather lease it, paying only when you use it, or by the volume of data stored. The benefit is that you can remotely access all your site information from any suitable device with Internet access.

Cloud-based call centers are a network service in which a provider owns it, operates in call center technology.  Cloud based call centers providing its services remotely to businesses in a subscription model. Cloud-based call centers are very innovative. Cloud contact centre gives the tools and functional process for any industry, integrated with the different software that assists in delivering a seamless customer. In cloud-based centers, there is no requirement of hardware which means there is no maintenance of the equipment and its upgrades so it become more beneficial for cloud users. They are becoming common because of the benefits of the solution made readily available as a service. Businesses and enterprises are giving value to cloud-based platforms as they offer features that improve customer interactions, giving customer satisfaction, as well as identifying areas within the organization that would best benefit from the implementation.

The main advantages of using cloud technology are as follows.


By using cloud we can work from any location simply the remote access the benefits are high in this.

The workers will get access via a virtual environment to the same information that they would have accessed to from the office. Collaboration and communication functions ensure that your customers’ employees can use the modern techniques and complete work at the same manner as they would be able to from their office desktop. Workers can access files and data that they need by using specific credentials to maintain security at the same time as giving them flexibility to work from home and from any other location. This can be useful when your customers have more than one office locations, such as if they have a main central office and smaller remote offices from additional locations. Cloud technology provides a better flexibility and s access to information centrally accessible via a single server.


Cloud computing also provides your customers to accommodate a large increase in a remote workforce in a very short time, since employees can use their own devices like mobile and laptops without any additional hardware costs. When each user is provided with access details, new employees can easily be granted access to all of the data that they will need. The employees can also access internal information via the cloud wherever they choose to work, and on any device.  This is used when there is limited physical office space to scale up, and there is no restriction on the number of remote works.


Cloud-based services create end-to-end encryption between central management point and remote IoT (Internet of Things) devices. The cloud server conducts authentication checks automatically. Since this is establishing the appropriate tunnels does not decrypt or store any data that passes through the channel. That means remote access to devices may be on demand – restricted to times and other parameters specified by the customer. Giving an example, access may be limited to service engineers according to the least privilege. That means security against hack attacks remains as airtight as possible.


Cloud computing continues to grow rapidly in exceptional rate because of the simple reason is that companies are now satisfied with the benefits and the results. In industries varying from telecom to media to retail and financial institutions, cloud solutions offer companies a better customer service at very low costs. The solutions are easy to implement and easy to use, providing companies with data and processing capabilities on an on-demand basis for greater flexibility, scalability and air tight security in streamlined processes. The hybrid cloud solution has also proven the perfect option for businesses that store secure sensitive data in a private cloud and keep less sensitive data in a public cloud at very low costs.

A cloud call center is an internet accessible platform for dealing customers interactions. Call centers with cloud accessed virtually from anywhere. Then there is no need for a physical infrastructure, which may reduce all operational costs.

It is time to upgrade to the cloud. Customers continue to increase their use of email, chat, social and text to connect with businesses, the need to modernize the call center is imperative. A cloud call center can satisfy both the customers and employees need. It can be concluded that Cloud implemented call centers are the future.


Feel Free to Contact Us To Obtain More Information!

1 416-628-6152


Leave a Reply

Your email address will not be published. Required fields are marked *