A Cloud Contact Center is usually a central point of contact hosted on Cloud Servers which handles all the incoming and outgoing communications with the customer. These can be accessed virtually from anywhere around the globe and can handle communications through different channels including but not limited to Voice calls, Emails, Social Media, Web Forms, etc.

According to a report by Statista, India alone has around 29% Social Media penetration and is expected to increase in the upcoming years. Due to this increased usage of digital media, it becomes very important for businesses to align with the preferred choice of communication channels of their customers. While large organizations may come across several hurdles while handling multiple communication channels at the same time, Cloud Contact Centers can prove to be a one-stop solution to manage them all at a single point and virtually accessible from any part of the world.

Some of the most common problems faced by organizations adopting the traditional communication channels to interact with their customers include –

• Customers want to use their own preferred channel for communication which creates a need to manage multiple communication channels at the same time for businesses.
• Routing calls and messages to the correct department might take some time because all the communications are attended to manually by agents.
• Managing agent’s time becomes an issue because of the lack of automated tools and the high volume of calls or messages at some point in time.
• The unavailability of analytical tools and dashboards prohibits businesses to optimize their services to provide a seamless experience to their customers.

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