Can someone set up a call center using Cloud Telephony ?
With many cloud telephony service providers in the world and and with advent of robust telephony infrastructure in many countries, setting up a call center has become easy, at least in terms of infrastructure requirement. Cloud Telephony Service providers now a days provide complete telephony services, easy integration with CRM ( Customer Resource Management) software, powerful reporting system, all on pay per usage basis!
Most probably, this is an exciting time for all call center entrepreneurs out there, thanks to Todays cloud telephony!
So, how can Cloud Telephony be used in setting up call center ?
Here are the list of call center infrastructure requirement:-
1. Telecom Network for voice communication
2. Software And Hardware Call Management which includes IVR, Voice Recorder etc.
3. Human agent to speak to customers
Except #3 above, one can get all other solutions from a cloud telephony provider. Human agents and its related infrastructure like office building, computer etc. are something Cloud Telephony providers do not provide and they are left for Call Center Entrepreneur for good!
Cloud Telephony provider can provide you bulk telephone numbers where callers can call. And smart highly flexible IVR system is in place which can be easily customised as per requirement. Call Center owner need not worry about telecom technology either VoIP or traditional TDM are used. Cloud Telephony Service providers have many features in their services like automatic call routing, smart predictive dialer, voice recording etc.
Many cloud Telephony service provider can easily integrate their IVR ( inbound and outbound) easily with open source CRM software like VTiger or even Salesforce, ZOHO, SugarCRM etc.. By using APIs from Cloud Telephony companies, the reverse integration is also possible and easy.
So, in order to run a modern, technologically always up to date, cost effective call center, cloud telephony is the ideal solution instead of investing heavily in on-premise hardware and software.