The cloud computing has completely changed the way of doing business. There are more and more services that bet on that technology. Also, Fonvirtual, a Spanish multinational expert on telecom field, have decided to put their efforts on it and launches the new Call Center system stored in the cloud.
It was possible thanks to WebRTC, an innovative open-source protocol developed by Google (News - Alert) that allows sharing voice and data directly in the browser.
Taking the plunge from the analog to virtual call center helped to improve the effectiveness and the productivity of the call centers. The fact it is stored in the cloud, and it is not attached to any physical place implies the complete mobility of call center agents. They can work from home, or from anywhere else, including abroad. It also means that there is no need for making any additional investment on heavy infrastructures or spending money on maintenance. The call center system used to be associated with big enterprises, but now the cloud computing has achieved making it affordable for smaller ones, the way they can offer high-quality customer service without bigger effort.
What differentiates the cloud-stored call center from the traditional one are the possibilities it brings to the companies. Not only they can make and receive phone calls from anywhere in the world and from any device they want, but also it comes with numerous features that will make the agent's work much easier. Besides of the most typical ones such as automatic greetings, call recording or call identification, it also offers IVR and ACD, advanced systems that will help to distribute the calls in the automatic and intelligent way, sending the call directly to the most indicated agent.
As we know, it is impossible to manage the call center if there is no direct communication between the supervisor and call center agents, for that reason we also offer solutions for the supervisors. They can listen to the conversation and, if necessary, talk through a direct chat, "whisper" them an answer in case the agent does not know how to respond to the client's question or even participate in the 3-way calling. The supervisor will also be provided with an intuitive dashboard from where will be able to manage the call center: log in and log out the agents, access to online reports with all the statistics about the call center, such as average waiting time, the number of answered and missed calls, and many more.
There is no doubt that the cloud call centers are able to improve telecom systems for the companies, and soon will replace all the analog infrastructures.
Author:
I am Emma Smith, PR and content manager at Fonvirtual. Fonvirtual provides companies and entrepreneurs with international virtual phone numbers. I’m interested in digital marketing, technology and international logistics. I am a usual collaborator in blogs, where I try to spread the word of telecom services in international business.
