In today’s modern contact centers, automatic call distribution (ACD) and IVR are considered must-haves. In addition to queueing voice calls, universal routing and queuing of all Internet channels, such as email, web, chat, SMS, social media, and video, are also becoming the de facto standard. With this shift, the contact center capabilities are evolving from a single channel voice inbound routing to an omnichannel immersive experience.
When looking at contact center cloud solutions, it might appear that they come with similar functional capabilities as traditional on-premises contact centers. In fact, they have several advantages - connectivity to other cloud-based applications are typically easier, licenses are consumed within a model of a monthly subscription, and there is a stronger focus on service capabilities. Cloud-based contact centers are the way to tie together all of your communication and enable the true customer-centric interactions.