November 30, 2021

Four Factors to Consider When Choosing Contact Center Platforms

Four Factors to Consider When Choosing Contact Center Platforms Use AI technology to turn web leads into live calls for your sales team.

There are a myriad of options for contact center platforms, including cloud-based and on-premises. They offer a variety of options, like AI-powered solutions as well as Collaboration tools for teams. You should consider each of these aspects prior to deciding on one. Cloud-based contact center platforms is the latest solution to a problem that has been around for a while. There are four aspects to consider when choosing a contact center platform. Read on to learn more. Then, choose the one that best fits your requirements.


The shift to hybrid IT is driving the increase in cloud-based contact center solutions. AI will open the door for customer-centric operations. In Western Europe, outsourcing is becoming more frequent. A recent study revealed that 23% companies outsource their entire IT operations. These companies make use of cloud contact centers to analyze and manage customer data and perform operations more efficiently. Through the use of AI the companies are making sure that customers are satisfied and their products are getting adoption.

Some of the major features of Cloud-based Contact Center platforms include automated call distribution, which ensures that all employees can handle the influx of calls. Furthermore, computer-telephony integration allows the integration of phone systems with CRM platforms, which can improve agent productivity and reduce call handling time. Other features include analysis, optimization of the workforce, and customer collaboration. Cloud-based contact center platforms can be customized in price. It also supports hybrid cloud and omnichannel operations.

Cloud-based contact centers are becoming more popular with large enterprises with multiple call center agents. This shift away from the complexity of hardware and software installed on premises facilitates the support of a diverse range of business applications and meet the demands of modern consumers. These platforms are built with powerful data analytics machine learning, artificial intelligence and natural language understanding, as well as strict security protocols to ensure the safety of data collected from customers. They are also able to comply with strict regulations and protect consumers privacy through the platform.

The advantages of a cloud-based contact center are numerous. The switch from an analog-based model can save hundreds to thousands of dollars. In addition to reducing the number of employees needed to set up an in-house phone center, cloud-based solutions remove the need for physical space, power backup, multiple network carriers, and human resources to manage installation and maintenance. They also remove the requirement to install multiple applications like call center software.

Cloud contact centers not only help save money , but also provide innovative features that help them stay ahead of their competitors. Cloud-based contact centers are flexible and scalable. Agents and managers can work from any location. With a cloud-based contact center businesses can cut down on space, physical infrastructure, and equipment costs. They can also reduce employees’ salaries. Many cloud-based contact centers also offer a subscription-based service for a lower cost.


On-premise contact center platforms come with several disadvantages. They require customized software and hardware deployments. This requires expert monitoring and can be costly. It is not able to allow scaling up or down. On-premises contact centers are not built to grow with the company. This makes scaling difficult. Companies that require the greatest flexibility may not be able to use on-premises contact centers.

A cloud-based contact center platform is extremely expandable. The contact center will stay active in the event an emergency. In addition, online sales channels require 24×7 customer service desk accessibility. Therefore, companies should think about whether they require outbound dialer capability for certain seasons or if a pay-as you-go model is the best choice. In such a case it is crucial to think about the financial implications as well as the pros and cons of both kinds of Contact Center solutions.

The hardware that is used to build on-premises contact centers is a proprietary. On-premise contact centers require maintenance and vendor support. Cloud-based solutions rely on an API from the service provider. With a cloud-based service, the contact center solution can be easily integrated with other top services. These integrations can include customer relationship management and help desk ticketing and survey tools. The majority of CCaaS solutions provide robust APIs to connect with third-party services.

The top contact center platforms integrate with customer relation management systems. They should also be able to transfer customer data to the agent and record the problem in CRM. Unhelpful, rude agents can significantly impact the customer experience. A pleasant customer experience can’t be assured even if you hire friendly employees. Good customer service requires technology and processes. Cloud-based contact centers offer many advantages, but it’s essential to think about all options before deciding on an option.

The installation of an on-premise contact centre platform will take several months. IT teams will need to procure hardware, configure physical infrastructure, and then install software. Also they will require new skills to implement an on-premises solution. In contrast, a cloud-based contact center is simpler to implement. Cloud-based solutions are more affordable and more flexible than an on-premises system. With CCaaS the service provider will manage the technical implementation for the customer.


Artificial intelligence-powered contact center platforms can speed up service delivery and help agents save time by automating tasks. These systems make use of speech and voice recognition to speed up processes in contact centers. Using a chatbot or virtual agent, callers can speak to a live agent without leaving an email. Chatbots are cost effective and offer support all day, every day. These platforms will continue to increase in importance as companies look to distinguish themselves from competitors.

Google Cloud Contact Center AI Platform is built using Google’s Cloud Platform. It supports auto-scaling up to 100,000 users. This platform was built with data-driven insights derived from the retail industry and customers. It blends the best of multichannel, omnichannel and Google AI to give contact centers the advantage in customer service. Omnicus also offers speech recognition, which is an AI-powered contact center platform.

AI-powered contact centers have clear advantages. They can reduce time, improve customer service, and improve customer satisfaction. For example, AI-powered agents can offer suggestions during chats with messengers and chats. AI-powered systems are also capable of basic triage tasks and give relevant information to agents. AI-powered contact center platforms enable supervisors to recognize agents by their tone and their mood. Agents can also utilize them to identify customers and respond quicker to their needs.

Although AI can be beneficial to support agents and coaching contact centers, its use is still limited. AI in customer service is an enormous investment. It is important to plan ahead so you can profit from the benefits. Here are some helpful tips to help you decide what to look for when choosing an AI-powered platform for your contact center. The top contact center platforms should be able to handle complex workflows, which will result in the best customer experience.

These platforms must also be flexible. These solutions can be used to handle customer service calls while AI-powered platforms can manage more complicated tasks. These systems can record calls, provide information to employers, and even document the results. Thus, they can transform the art of customer service and sales call into an art. Artificial intelligence can assist employees to assign labels to tasks which will make it easier for them to respond to customers’ requests. If you’re looking for an AI-powered contact center platform, you should take a look at these platforms.

Team collaboration tools

The advantages of tools for team collaboration are extensive. Personalized customer service increases customer satisfaction and loyalty. Ensuring that customer support agents are empowered is a way to promote an environment of collaboration, a positive workplace, reduce the turnover of employees and draw the best talent. Contact center collaboration tools can help your company grow and adapt to changing customer demands. The proper collaboration tool can allow your company to concentrate on customer needs while giving your agents the tools they require to increase efficiency and productivity.

Microsoft Teams has a plethora of applications for contact center platforms, including company-wide meetings and team communication. These tools have been extensively adopted by many companies and are seen as a positive benefit by 37% of respondents. They are also used to help with hybrid work, where employees work from multiple locations simultaneously. Microsoft Teams is a perfect example of a tool like this, with over 50% of respondents using this tool for collaboration.

When used effectively using team collaboration tools, they can help your agents become more productive. They can access relevant information via a central calendar regardless of whether they’re working remotely or in person. By looking at the schedules of all participants on one central calendar, the person who’s coordinating the meeting can quickly find an ideal time. They can also send invitations to others without having to check their own calendars. Overall collaboration and access to central information can boost productivity, but there are still some disadvantages.

RingCentral’s collaborative platform allows support teams collaborate internally, enabling agents to share documents, video conferencing, and live chat. This lets customers access all pertinent customer information on one platform. RingCentral is easy to use and even agents at a lower level are able to access the features. They also respond to Userlike events. They use the collaboration tools built into the platform to make collaboration as efficient as is feasible.