Contact Center in the Cloud

Contact Center in the Cloud

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.

Improve Customer Experience and Optimize Operations

With the contact center in the cloud market evolving rapidly in parallel to the digital transformation, disruption of traditional industry, and the digital economy, NIL can help you build your customer service strategy with the latest contact center technologies.

Contact center in the cloud allows you to move from CAPEX to OPEX, focus on your industry core business, and provide license count elasticity, rapid deployment, and the fast adoption of new processes and functionality.

Key Technological Features

A modern contact center should consist of more traditional capabilities such as an interactive voice response (IVR) and a rich set of mostly cloud driven functionality, like single-view access to the respective customer data.

Single view of the customer

A single view of the customer is something that we recognize as the most important competitive edge, allowing you to prioritize customer connections across all of the chosen channels. In order to be able to put all of the different data about the customer under a single umbrella and eliminate the silos of information, the single view is achieved with the development of the needed integration points. Accessing data usually means connecting to existing web-based applications or CRM solutions. Therefore, prebuilt integrations with Microsoft Dynamics, Oracle Service Cloud, Salesforce, Zendesk, SAP, and others is often considered mandatory.

Cloud-based features

Running contact center applications and software in the cloud means greater support of virtual operations, remote agents, and subject matter experts that reside outside the traditional contact center operations. You can pair them with chatbot capabilities supporting self-service interactions and transactions. Proactive (outbound) communication and campaigns, such as outbound dialing, SMS, or push text and email notifications, are also possible with cloud contact centers.

Why NIL?

Being involved in contact center system integration for more than two decades enables NIL to deploy effective and modern contact center solutions for various industry verticals and markets.
Our experts can successfully address the process, technological, and business requirements in contact center design, deployment, upgrade, or optimization.