Concurrent call feature of cloud contact center solution

Concurrent call feature of cloud contact center solution

A Cloud contact center solution is a cloud-based solution that allows any business to improve and transform call center operations. It is software built-in that has many features; it aims at making business communication systems more organized and efficient. It is economical as it requires minimum investment.

Cloud-based software for call center solutions is internet-enabled software that streamlines client communication. It does not require CAPEX. It comes with a comprehensive set of capabilities that makes every business communication efficient. It does not require any high-functioning infrastructure. A business can effortlessly set up the solution with the existing CRM. Call center solution generally uses two kinds of software: On-premise and cloud-based. A premise, call center solution is a traditional hardware solution that functions within an office premise. It requires high maintenance and human resource. Whereas, cloud-based call center solutions can handle large-scale inbound and outbound calls. It is cloud-based which does not require any infrastructure and additional expenditure. For cloud-based software for call centers, Voice over Internet Protocol (VoIP) software or technology is used for establishing communication with customers.

The concurrent feature of cloud contact center solutions helps a business in many ways. It helps both, directly and indirectly, that contributes to business productivity. The concurrent call feature might seem to be simple but it facilitates a business in multiple ways. Some of the benefits of the concurrent call feature are:

1. It reduces call volumes of a business. With medium and large size businesses where call volumes are large, it helps to reduce traffic. With reduced wait time, a business can concentrate on delivering better service to the customers.

2. It helps to run multiple campaigns at the same time. A business can launch many campaigns with concurrent calls; it does not affect the quality of calls.

3. It helps to reach more customers in a short period. The target audience can be easily covered and a business can expand its horizon to generate leads.

4. With an unlimited number of simultaneous inbound and outbound calling, a business can manage both call targets. It makes inbound and outbound calling easier and more efficient.

5. The concurrent call feature helps a business to resolve customer issues faster. It helps in maximizing the service delivery while reducing the resolution time. It ensures each customer is addressed with satisfaction and that no call is compromised.

6. The concurrent call feature helps a business handle the growing number of calls each day.

As it can handle the unlimited call, even when the business grows with more customer reach it does not need any upgradation.

7. The concurrent calling feature is an essential benefit to strengthening sales target and marketization. It helps to reach more customers and enhance business sales.

Some of the other important features of a cloud contact center solution are call routing and recording, flexibility and scalability, analytics dashboard, Omni channel support, mobile app access, etc. Cloud-based software for call centers with IVR makes call routing and call recording easier with automation. A business can use different modules to adjust the call volumes. It can also offer instant support to assist the business agents to handle increased call volumes.

A combined dashboard can provide customers with specific data. A business can easily install it on a smartphone. It is easy to access and offers agents working freedom. It is economical as it can be used with instant installation. It increases workforce productivity while reducing workload. It makes connectivity easier and communication better. It ensures customer service delivery and satisfaction.

A business must get a call center solution as it is a strategic investment. It makes a business more visible for quality service delivery. As it promises and delivers seamless communication, the brand establishment becomes easier. A business can get a call center solution from one of the popular providers, Knowlarity. It is one of the reputed and trusted providers that have been trusted by more than 6000 organizations. Different industries have preferred to get call center solutions from Knowlarity. A business can use the free demo trails before investing. It can also take guidance and assistance from the experts of Knowlarity that offer 24x7 support. It offers customized as well as affordable packages.