Cloud telephony and other solutions are very much popular these days and cloud call center solutions are not an exception. With changing industry dimensions and increasing need for a call center solution, which can be accessed remotely or in-house, cloud call center solution is the ultimate choice of many businesses in different industry verticals.
There are many providers offering look-alike cloud call center solutions, which make selection difficult. In this article, I will share some tips and an effective guide step by step, so you can make sure you get the best software.
1. Cloud hosting platforms it supports
There are different platforms for cloud hosting such as DigitalOcean, Amazon Web Server (AWS), Google Cloud, etc. Some call center solutions can give ultimate performance only on a predefined cloud hosting. Choosing this kind of software would be a major mistake. As time passes, charges, features, support, and other aspects of the cloud platform will change. Also, new providers will emerge, which may give the same or better services at lower costs. In that case, you may want to go with that provider. Thus, the first thing you need to check is whether the considered solution gives the same performance on all different cloud hosting platforms or not.
2. Admin and agent panel
Both panels will be used by team members. Here, you need to use how clear, concise, and easy to use these panels are. They must have a GUI (Graphical User Interface). All labels must be clear and easy to understand. Moreover, the design must not be cluttered. The productivity of staff will depend on how easy or difficult to use these panels are.
Without a doubt, you buy a call center software solution because you want to use the features it offers such as automated dialing, automated call routing, supervisory features, etc. Thus, all features, which you need now and will need in the future must be available in the software you are considering. Even if you decide to go with a lower package and you do not want to invest in getting all features now, it must have all of them, so you can get them in the future. For example, you may not need WhatsApp messaging or live chat now, but the software must have them, so you can get them integrated in the future.
Each company gets some agent seats and in the future as the company grows this number increase. The benefit of using a cloud call center solution is that scaling up capacity is a matter of a few hours. However, that can be achieved only if your call center software can provide easy scale up models. Thus, check how easy or complex it can be when you want to scale up agent seats.
5. Support from the team
Even if you have an in-house technical team, it is possible that you need technical support from the provider in the future. Thus, knowing about technical support, hourly cost, inclusion and exclusions in advance can help you avoid future surprises. You must choose a cloud call center solution, which has professional and affordable support packages in place.
Author works in a company that offers call center services, call center software, call center solution India, VICIDial customization, call center software Philippines, and other call center related software and services.