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.