8 Cloud Contact Center Providers To Know About

Never have companies been so grateful for technology that facilitates customer communication and improves the customer service experience. The pandemic has forced companies to reevaluate the way they do business and shined a spotlight on the importance of customer service.

Cloud contact center providers have seen a surge in popularity in recent years. This is largely due to the flexibility and scalability that they offer businesses of all sizes.

With a cloud contact center software, businesses can easily add or remove agents as needed without having to make any major changes to their infrastructure. This makes it an ideal solution for companies that experience spikes in customer service and support volume on a regular basis.

Not to mention, cloud contact center providers typically offer a number of advanced features that can help improve the customer experience.

What Is A Cloud-Based Contact Center

A cloud contact center is a type of call center that uses cloud computing technology to manage customer interactions. In a cloud-based contact center, all of the components of the center are hosted by a third-party provider and accessed by the contact center over the internet. These include the telephone system, customer relationship management (CRM) system, and other applications.

Cloud contact center providers often have features that on-premise systems may not have, such as artificial intelligence and omnichannel capabilities.

How Does Cloud Contact Center Software Work

Cloud contact center software works by routing customer calls and interactions to contact center agents who can best handle them. The software uses a variety of algorithms and data points to determine the best agent for each request and can also take the agent’s workload and skills into account.

The software also includes a range of features to help agents handle calls effectively, such as identification, recording, and monitoring. These features can be used to help agents improve their performance and provide a better experience for customers.

What Are The Main Benefits Of A Cloud Contact Center

Scalability

Cloud contact center providers can easily scale up or down to meet the changing needs of your business. This is especially helpful if you have seasonal spikes in requests or if you need to add more agents to your team during a busy time.

Flexibility

A cloud contact center gives you the ability to quickly change your contact center configuration as your business needs change. This includes adding or removing features, changing your call routing, or even using a different provider if you are not happy with your current one.

Cost-Effectiveness

A cloud contact center can save you money by eliminating the need for expensive on-premise hardware and software. In addition, you only pay for the services you use, so you can save even more money by only using what you need.

These Are The Top Cloud Contact Center Providers To Know About

1. Genesys

In a rapidly evolving market, contact center providers are looking to the cloud to meet the needs of their customers. Genesys is one of the best cloud contact center providers, offering a suite of cloud-based contact center solutions that are reliable, scalable, and easy to use.

Genesys provides cloud-based and on-premise solutions, but their omnichannel contact center solution for cloud deployments is Genesys Cloud CX. Moreover, the business offers Genesys VX, an AI-powered customer experience solution.

With Genesys, you get comprehensive omnichannel support for social media, email, chat, and phone. You also get to manage workforce engagement to increase agent output, as well as real-time reports and analyses. Not to mention, Genesys also provides a VoIP service and UC system integration for agent cooperation.

2. Five9

Five9 is a cloud contact center provider best used for workforce engagement and performance management, as well as customer communication and engagement analytics. It employs AI for complex capabilities, like the majority of cloud contact centers do.

Thanks to Five9, businesses can take advantage of inbound and outbound telephony, UC system integration, and omnichannel support across different channels. It also provides analytics-based and gamified management of workforce engagement.

3. 8x8

8x8 is a cloud contact center platform that offers omnichannel services and sophisticated speech, engagement, and interaction analytics for customers. Each agent license supports open APIs for connecting to external systems as well as CRM integration.

Key features include omnichannel routing, queued and online callbacka, integrated voice, web chat, email, and social networking. The biggest advantage of 8x8 is that it provides a high level of uptime and several CRM connectivity possibilities.

4. Enghouse

Designed specifically for Microsoft Teams, Enghouse is a cloud contact center that was one of the first companies to offer a native Skype for Business. For channels including voice, email, online chat, social media, video, co-browse and screen sharing, SMS, and chatbots, Enghouse offers omnichannel support.

Enghouse can be made available on-premises, in the cloud, or via a hybrid strategy. In fact, you may purchase the contact center solution's individual components to suit your specific needs.

5. Avaya

Avaya is a cloud contact center provider for businesses of all sizes that want to improve the experiences of their employees and clients. To create a full cloud customer care call center, Avaya offers voice and digital channel customer engagement, as well as sophisticated self-service automation.

You also get assistance and consultation from the staff as part of your subscription—not to mention workforce management capabilities are available to use.

6. CloudTalk

Call-based assistance is the focus of the business phone and call center software solution, CloudTalk. It has no on-premises alternative and is totally cloud-based. However, CloudTalk lacks omnichannel features like chat or customer assistance via video calls.

But, this cloud contact center provider does come with its advantages. For one, it has strong call management features, including voicemail, recording, and queueing. You get real-time client cards and other features to help service representatives, as well ass AI-powered advanced call monitoring and analytics.

7. Amazon Connect

Everyone is familiar with Amazon, but did you know that it has a cloud contact center? Amazon Connect is a self-composable CCaaS that you can develop without the requirement for prolonged sales processes or extensive implementation times because it is built on Amazon's own cloud.

Amazon Connect is centered on machine learning. The data you generate is transmitted into the AWS cloud, where it is analyzed to give insights into the operation of your contact center and recommendations for future improvements.

8. Vonage

UC systems, CPaaS APIs, and cloud contact center solutions are all part of Vonage's offering. A natively integrated CRM with the Vonage cloud contact center assists with skill-based routing and intelligent dialing for outgoing calls. Gamification is also available to boost agent productivity.

As with other providers, you get true omnichannel support across SMS, voice, video, chat, and email. And for intelligent interactions, Vonage offers a dedicated AI solution. On top of the standard call recording, there are screen recording options, and you also get customizable dashboards with historical and real-time analytics.