≡ Menu

Setting up Call Center using Cloud Telephony Service

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.

Next post:

Previous post:

{ 5 comments… add one }
  • Shiva Kumar December 30, 2014, 7:32 am

    Can we use cloud telephony for outbound call center. What is the price advantage in respect to PRI Line.

    • Uttam Pegu December 30, 2014, 8:15 am

      Yes, I think one can use Cloud telephony for any outbound call centre. But most probably it wont have any price advantage wrt PRI cost but would be very advantageous wrt initial hardware/software requirement for an on-premise setup.

  • vineeth January 16, 2015, 7:02 am

    Hi Uttam,

    Firstly wish to thank you for a detailed note on cloud telephony , IVRS , etc
    Are you currently servicing any corporate / companies in Bangalore or South India Wish to refer to new clients who are planning to set up operations . Please mail more details to vineeth.r@aircel.co.in

    Vineeth R Nair
    9738050005 / 9845217517

  • Sudip Samaddar June 29, 2020, 8:17 am

    Under the effect of this Covid 19, since march 22nd, this has become more eternal need of organisations. They need a call center dialer that works from home. As organizations want to ensure staff health as well as business continuity cloud based solution has become a need of hour.

Leave a Comment

This site uses Akismet to reduce spam. Learn how your comment data is processed.