Cloud-based Call Center v/s Traditional Call Center

Cloud-based Call Center v/s Traditional Call Center

Cloud Call Center v/s Traditional Call Center

In the present-day fast-moving business world, it’s difficult to imagine when technology wasn’t an integral part of our day-to-day operations. Cloud technology and artificial intelligence are now taking over human-driven work in some areas of the world, so why not automate traditional on-premise phone systems?

Yes, that’s entirely possible now.

Cloud call centers are revolutionizing on-premise call centers by providing an effective and streamlined approach to customer engagement. Businesses with limited resources and strict capital allocation can still benefit from cloud call center solutions.

To understand the advantages of a cloud contact center platform, let’s compare them to traditional on-premise call center solutions.

Reduced IT Expenses and Costs

Cloud call center solutions do not require any installation or hardware purchases for customers, making them more cost-effective than traditional phone systems. It is a scalable and easily accessed communication application that can integrate with other apps for collaboration and customer relationship management. This makes it a perfect choice for small businesses looking to reduce their IT expenses.

Faster Deployment and More Flexibility

The Cloud contact center platform offers faster deployment and greater flexibility than traditional phone networks. With the advent of global cloud-based voice services, businesses no longer need to worry about hardware and infrastructure, leading to improved phone call quality, shorter setup times, and greater scalability.

Easily Accessible for Employees

The cloud-based call center system integrates with the company’s CRM (Customer Relationship Management) software, making it quite handy for its employees to easily access it. This makes daily tasks much easier than the elongated datasheet maintenance required by traditional contact centers.

Customer’s Queries are Automatically Directed to the Relevant Department or Agent

Whereas in a typical call center working, a customer is given a helpline contact address to refer to their large number of queries, which can often lead to communicating with the wrong agent about different queries. In a cloud call center setup, all the problems or queries of customers/clients arising from a different medium of communication (calls, messages, emails, and social media) can be routed to that specific department. This results in a quick and satisfying resolution of the problems.

Keeps Track Record of Every Transaction Between an Agent and an End Customer

It happens that most of the time in the case of traditional phone systems, the important interchange between an agent and an end customer can be missed out. But, it won’t be a problem with a cloud-based call center system! As, here, each transaction is recorded and assessed very efficiently. An employee can dig into the cloud database and find any history of transactions with a specific user in seconds.

Provides Deepened Analytics

While imbibing the cloud call center solutions as a service, it gives preference to the supervisors or managers of a customer service company to examine the work happening under their roof. A clear-cut analysis (via cloud-generated report) of the aggregated data of customers, agents timely approaching them, grievances redressal, and a lot more. This provides insight into how well the team of agents functions with technology integrated into their workflow.


In conclusion, the cloud contact center platform is transforming traditional call centers and providing a more efficient and streamlined approach to customer service. If your business is looking for a way to improve customer service and make daily tasks easier for employees, consider switching to a cloud-based call center system.