For your customers
For your employees
Leverage an end-to-end, AI powered enterprise platform to unify customer experiences
By Use Case
Empower your agents to deliver a stellar Customer Experience with Cloud Call Center. Streamline all communications in one intuitive cloud-based platform.
A cloud call center is an internet-based platform used for managing customer calls and interactions. They handle a heavy volume of inbound and outbound phone calls and can be virtually accessed from anywhere, barring the need for physical infrastructure.
Cloud call center software reduces operational costs and increases scalability to support evolving customer experience strategies. It generally comprises core technologies like — automatic call distributor (ACD) and the interactive voice response (IVR) system. A cloud call center also includes other modules, such as call monitoring, reporting, workforce management, analytics, and more.
Businesses often compare cloud call centers and on-premise call centers on specific parameters. We've drafted the difference between them to help you decide if it's time to undergo a digital transformation.
Agents and admins can access the cloud-based call center anywhere, irrespective of the physical location. This contributes to a robust business continuity ensuring maximum uptime.
Businesses can get their cloud call center up and running with a shorter timeframe since hardware installation isn't needed. The entire cloud call center will be operational quickly and achieve its desired goals.
Your customers would prefer to connect with your business in other ways besides the telephone. With API-based call center software, you can add new channels to your existing call center technology.
With cloud-based call centers, businesses can entirely focus on the agent's performance rather than worrying about the hardware maintenance, eventually increasing productivity.
Cloud-based systems support a remote workforce. The remote nature of the cloud phone system lets you manage a global team of agents from various linguistic and technical backgrounds.
The provider owns the cloud center application, and the customer accesses it. Thus, any software upgrade will be readily available to the customers, and it will be the most up-to-date version.
Picking the right call center tool software with numerous potential combinations is not an easy feat. Based on your business need and other factors, you must pick a deployment model that improves your capability to provide excellent customer support and service.
Here are a few essential features you should consider before choosing a cloud call center software for your business.
Choose the right channels for communicating with your customers and then research the best practices of setting up a call center knowledge base or a contact center. No matter the size of your business, you will reap benefits by investing in a call center during your initial days to have personal conversations with your customers. If phones are one of the primary channels of communication for your intended target audience, you will definitely need to set up a cloud call center.
Your prospects and customers are not going to wait while your team is in transit. Phone conversations are usually initiated for urgent gratification and hence your cloud call center should be capable of routing phone calls to the agent’s mobile or landline number. Cloud call center administrators require phone systems to help them add or remove agents, teams, business hours, greeting texts, IVR’s, and escalation queues. These changes need to be effective immediately.
Administrators require a virtual phone system that provides for collaboration between the agents, builds relevant context for the conversations with customers/prospects, and removes needless hardware/software requirements. Anything that slows down your business is a concern for your call center agents. Provide a virtual phone system that can help your administrators improve your call center operations.
Freshdesk contact center is a cloud phone system that can be set up with zero hardware. Using Freshdesk Contact Center, you can purchase local and toll-free phone numbers in 50+ countries. You do not have to personally travel or send your administrators to set up your cloud phone system in every country in which you wish to have a phone number
A cloud call center allows your agents to take calls from their desks, homes, or even when they are traveling, thus ensuring maximum uptime.
Read about Remote Cloud Call Center
Prevent escalations and call transfers by adding agents to your ongoing call and assist the caller better. Collaborate with ease and solve customer issues faster.
Read more about making Conference Calls
The remote nature of cloud call centers lets you assemble a global team of agents from various linguistic and technical backgrounds. This enhances software scalability.
Read more about Integerations
Be in the know of your call center performance with service level monitoring that gives a real-time view of key metrics like (AHT) and Short abandons.
Read more about Service level monitoring
Monitor how your agents fare in delivering quality service to callers with a range of call monitoring options. Join calls with just a click of a button, and listen in discreetly.
Read more about Monitoring and Barging
Set up call queues to receive callers in a streamlined manner, distribute your call load equally. Provide callbacks, customize queue messages, and route intelligently
Read more about Call Queue Management
“We wanted a solution that was easy to use, quick to set up and expand, and logically priced. We wanted to avoid incalculable additional costs through IT consulting, server costs, etc. and looked for a provider who would meet our requirements out-of-the-box if possible. Freshdesk Contact Center was a direct hit here.”
“Earlier we were using desk phones to make and receive calls, our helpdesk was not integrated with our phone systems. Our agents and reps had to run to their desks if they received a call. Freshdesk Contact Center has made things convenient for us, now we can receive and make calls from our browser — no hardware, no hassle”
“We evaluated different systems, such as Google Voice, however, we found that only Freshdesk Contact Center gave us the adequate price point for our needs with the ability to scale up in the future. With the help of Freshdesk Contact Center’s IVR, we were able to develop a detailed answering system — common answers for frequent questions were programmed into phone trees or IVR menus.”
A cloud call center is a clutter-free, easy-to-manage communication platform on the cloud. All the costly and bulky hardware with a traditional PBX telephone setup goes out of the picture with a hosted platform.
Any small or midsize business with a customer communication team that wishes to improve its customer experience will benefit from using a cloud call center.
Yes, you don't need to buy heavy equipment to use a cloud call center- all you need is a phone to start making and receiving calls.
Migrating to a cloud call center is quick and effortless. Freshdesk Contact Center has helped various businesses move to the cloud. Get in touch with us to find out how long it will take for your cloud call center setup.
Freshdesk Contact Center (Formerly Freshcaller) is the easiest way to switch to a cloud-based call center.
Sorry, our deep-dive didn’t help. Please try a different search term.
We're sorry that your email domain is not supported. Reach out to us at firstname.lastname@example.org for more details.
An account with this email id already exists. We can help you find it.
A confirmation email with your login information has been sent. Thank you.
Your team has already registered. Contact email@example.com for details.