In general, a call center is a business where inbound and outbound customer calls are handled. The term “cloud-based” means this type of call center uses the internet as the primary source of its operations.
A cloud-based call center is a type of call center that uses cloud computing technology with the help of a third-party vendor who hosts the call center software. It is also a type of call center that can be operated using a web browser so there’s no need to download any programs or software.
The cloud-based call center is often used by SMEs because it is more affordable than a traditional, on-site call center. Scalability is one of the main reason businesses choose this type of call center solution.
Call centers often experience fluctuations between high and low call volumes. With a cloud-based call center, you can easily adjust your plan according to your current needs. You can add more seats or lines during peak times and you can downgrade your plan when the call volume is low.
A cloud-based call center is also flexible in many ways. You can set it up the way you want and change it anytime you need to. You can even integrate CRMs and other business tools which can make your call center more efficient.