Cloud-based Contact centers solutions are one of the best ways to provide customer support services. With so many aspects of changing business in recent years, the Contact centers are also affected and forced to make a swift shift to overcome the challenges. Now with more and more people looking to buy products and services online, they need specialists to listen to their problems. The ongoing traditional calling practices with too many rates of call drops irritate the customers, here Cloud Contact Center solutions come into play.

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What are Cloud Contact Center Solutions?

A cloud contact center works as a comprehensive suite of tools and technologies to provide customer service. It works as a centralized hub where customer support is provided via a cloud contact center. A cloud contact center is an internet server-hosted platform that is used to do inbound and outbound calls, interactions with clients or customers.

Cloud contact centers contact the customers via voice, message, email, social media, chatbots, and so on.

Call Center Software Features

A cloud-based call center software does provide numerous benefits, for better customer support service. A call center software often included the following features to make itself stand out from the rest.

Interactive Voice Response (IVR) Feature
Twilio Integration
Call recording feature while calling
Call routing software for Automatic Call Distribution
CRM integration software capability
Auto-dialer capability
Robust Reporting tools
PBX Phone systems for better customer support
Salesforce cloud computing
Video conferencing software
Cloud-based calling software
Help desk solutions for enterprises
Cloud Call tracking software
Computer telephony integration
Predictive dialers for the Call center

At Tekki Web Solutions Inc., we have robust experience in developing and providing cloud contact center solutions. Among all, we have expertise in the following domains.

Interactive voice response (IVR)

Interactive voice response is the first line of service while providing customer service support. It is often the first thing That customer encounters while calling a customer center. Interactive voice response when combined with AI makes the best predictions and recommendations based on the previous activity of the user.

In-app support

With In-app support feature, customers can quickly get the support service right from the web or mobile app. In-ap support hosts the data on the cloud and provides faster interaction time to customers. This not only increases the positive customer experience but also makes them confident about taking your product or service.

Automatic call distribution (ACD)

Automatic call distribution is a way of forwarding calls to the right person whenever the customer calls for any query. ACD automatically directs the call to the specialist without waiting or taking too much time for routing.

Call Recording, tracking, and monitoring

The call recording, tracking, and monitoring feature allows you to get records of all the customers to be used anytime in the future. The data can be used to target or provide other services to the customers for better support and convenience.

Chatbots

The chatbots deployed by us are efficient enough to provide automated solutions to the customers. These chatbots are capable of providing direct support to the queries and answering random questions before directing the call to the specialists.

Real-time and analytical reporting

Real-time and analytical reporting help businesses to get digit-perfect data for better decision-making. The real-time analytics and reporting are presented in a robust dashboard with filters to get the exact data.

Also read: What is Data Analysis? Data Analysis Process

Conclusion

Cloud contact center solutions help businesses to deal with real challenges posed by the changing business environment. Especially the cloud-based contact center solutions have eliminated countless call center problems and encouraged others to do so. If you need Cloud contact center solutions services, consider Tekki Web Solutions Inc., as your best investment to get the perfect outcome for your business.