This also refers to the services of contact centers through a cloud Platform. Let’s begin by understanding what cloud contact centers are. A Cloud Contact Center is a robust collection of resources and software for call centers or a company's customer service departments. A contact center in the cloud can include Cloud Telephony tools and applications, messaging like chat, SMS, social media, bot, etc.

Modernization strategies for call centers will easily change everything and produce more efficient outcomes. Over the last few years, customer support has made numerous strides. Like email, chat, text the most popular tool for all businesses, and chatbots are also considered.

Modern Contact Center Solution Features

Let's take a look at the standard aspects of current cloud based Contact Center solutions to understand how business support and sales processes are modernized.

•Interactive Voice Response (IVR)

Interactive voice response is one of the most common software features in the contact center.
The customer has a good deal of time with an IVR that encourages agents to take advantage of the time to help their customers rather than to find and route them. These extra hours that serve customers have an immense effect on the overall service with multiple calls taking place every day.


Call center software solutions all require some form of telephony – the telecommunications technology that allows for inbound call handling and outbound call placement. Most call center solutions provide built-in software telephony, though some require or allow the contact center to bring their own.

•Omnichannel Communication

If it is a small office that checks on commitments, prescription notices, and delivery notifications, it is priceless to have many ways of engaging clients. It's more important to keep the customer relationship increasing than simply emailing customers with important details and sending text messages with many one-touch responses.

•Call Control

Call control applies to fundamental call management features such as keep, mute, meeting, switch, and hang up. The most recent solutions include click to call features that allow agents to click on a telephone number inside the app, which includes external programmers such as CRMs, E-Commerce sites, and marketing software, and speed up manual dialing and misnomer dialing by using contact center software.

•Call Recording

The Call Recording helps users to save live calls that can be later played back.
This will help agents get up to speed with a problem with their customers or lead before making a call or allow managers to track the output of an agent and provide helpful feedback.
Many cloud-based solutions often provide call-based logging so that internal IT infrastructure needs can below.

•Call Monitoring

Managers will listen to live calls with call monitoring without the agent or caller being conscious.
This is nice to ensure new agents are up-to-date and monitor contact center team success.

•Call Barging

Call barging allows managers to join live calls and speak to both the agent and caller, which can be helpful for optimizing training and addressing callers who ask to escalate their call to a manager.

•Whisper Coaching

Whisper coaching is a great workforce optimization feature that allows managers to join calls and speak with agents without the caller knowing so that agents can get live training without disrupting the customer experience.

Author's Bio: 

Myself Rahul Bhatt from telecommunication department