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How has Cloud contact centre redefined the customer interaction?

Cloud contact centre

by sharmaniti437
Cloud contact centre

A cloud contact centre is a technology that displays a phone system over the internet while shifting hierarchical telephone administrations to the cloud. Many businesses have turned to call centre telephony solutions to improve their corporate communications, expand their opportunities, and gain a competitive advantage. Cloud communication may improve various company functions in a professional, simple, and cost-effective manner. Unified Communication as a Service (UCaaS) is cloud telephony that acts as a unified communication model by synchronising numerous communication and collaboration technologies to improve communication practices. Knowlarity is one of India’s top Cloud Telephony providers, with a multi-channel business communication platform that helps clients interact more easily.

Improve the caller experience 

Customers call you because they can’t find what they are looking for on your website or app. Perhaps they require special assistance or desire to submit a request. Whether they contact your company through phone or in-app chat, your customers will want to be connected with someone who can assist them directly and quickly. While utilising cloud based call centre innovation, it may be difficult to stay on top of changing client requirements. With the help of a cloud telephony service, you may improve the caller experience by using custom-tailored regional invites, amazing hold music, and skill-based specialised routing. You may acquire information about your customers from various sources and deliver a unique experience each time.

Call routing

When a long line of customers waits to be served, most businesses believe that connecting them to the appropriate specialist as soon as possible is the most important priority. In an inbound contact community that uses APIs, intelligent routing will help you faster connect your clients with the relevant professional. Quality-based routing will assess each guest’s needs and conditions before assigning them to the most qualified specialist who can handle their concerns. Priority-based routing will enable you to concentrate on the most important callers and get them to the front of the queue. Setting up a cloud contact centre in your small or medium-sized business can help you guide calls to specialists and track inbound and outbound calls progressively.


The best call centre software in India will help your business save money by eliminating investing large amounts of money in traditional PBX (Private Branch Exchange) systems. The cloud-based arrangements are cost-effective, simple to set up, and require little in the way of upkeep administrations. The system is also adaptable, and thus it can be scaled up or down without increasing expenses. For example, an interactive voice response system (IVR) or virtual phone services can be set up in the coming few minutes and developed without any upfront costs. It is a financially feasible and cost-effective option because there are no upfront costs or additional charges for growing the concept. 

Better communication

The cloud-based call centre technology aids in increasing the efficiency of employees. Cloud Telephony will integrate the agreement with the most popular CRMs and applications. The specialists may quickly understand the customer issue and review it with a complete viewpoint on information and simple entry to get all the data about the clients’ issues based on previous discussion history. Following live recording calls will be easier with tools like the auto-dialer. All relevant information will be accessible with a few clicks on the dashboard, which will aid in developing the discussion’s quality. The data will enable a company to understand its customers’ pulse, predict the reason for their call, and provide the appropriate solution right away. Customers can get their immediate answers on the main call to build trust and brand loyalty. It will result in an improved lead conversion rate by implying more business for the company.


This cloud telephony system is extremely versatile, as it may be used at any time and from any location using only an internet connection and a phone network. As a result, if you need to communicate with clients in a different time zone or country, this cloud telephony setup can assist you. This solution will also enable your organisation to select international executives who can assist international clients in their native language.

Shift to cloud contact centre

Organizations finally see the benefits of implementing a cloud contact centre among their workforce. If your company needs a cloud contact centre, you may turn to Knowlarity as the best option. Knowlarity is the largest cloud communication provider in emerging markets, with clients from various industries.



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