Ensuring an efficient and seamless customer experience has never been more business-critical than it is today. Find out how a Cloud Contact Centre help facilitate this.

Today, the success of a Contact Centre hinges on its ability to deliver an efficient, friendly, and genuinely helpful service. Advances in Unified Communication and smarter working technology are facilitating this, allowing businesses to adopt a customer-centric approach at a lower cost.

Cloud-based Contact Centres are the next step in customer experience solutions, providing businesses with a genuinely scalable, cost-effective, and competitive alternative to traditional on-premises models.


What is a Cloud Contact Centre?

A Cloud Contact Centre brings an organisation’s multiple communication channels under one roof to facilitate more seamless customer interactions. Communications typically take place through a variety of integrated channels, from voice and email to social media and web chat.


Cloud Contact Centre


Since a Cloud Contact Centre is hosted on an internet server, the above methods of communication are accessible from virtually anywhere in the world.

A Cloud Contact Centre enables businesses to deliver state-of-the-art capabilities, which can be scaled up or down depending on their needs to transform the customer experience.


Discover why your business needs unified communications now.


Why use a Cloud Contact Centre?

A Cloud Contact Centre eliminates the need to manage complex telephony networks and IT infrastructure while also providing a stronger customer experience.


Here are four key reasons to implement a cloud-based Contact Centre in your organisation: 

1. To improve data visibility

Switching to a cloud-based Contact Centre enables your business to obtain more accurate customer insights by using monitoring tools, wallboards, and intelligent reporting. This can have a transformative effect on how your organisation operates, enhancing your ability to better serve customers.


2. To enhance the customer experience

Cloud Contact Centre environments can be set up to ensure every call is quickly routed to the right agent. Since customer queries can be resolved more efficiently, your ability to provide better customer service is enhanced.


3. To improve agent performance

Adopting monitoring and recording tools and other elements of cloud-based Contact Centres can enable agents to carry out their jobs more efficiently. This also means that customers are more likely to achieve their desired outcome on the first interaction.


4. To save time and reduce costs

Since most processes can be automated, adopting a Cloud Contact Centre can save agents and customers time while equipping SMBs (small to medium-sized businesses) in particular with the flexibility they need to cost-effectively scale around peaks and troughs.


Related Read: Should Your Contact Centre Join the Cloud?


Cloud Contact Centre Features

Although Cloud Contact Centres contain the same features you would expect to find in a traditional Contact Centre (such as transfers and call logging), they also provide more advanced features, enabling technologies such as live call monitoring, smart IVR, and click-to-call.


Other Cloud Contact Centre features typically include:  

1. Email, web chat, and social channels

This enables agents and customers to interact through multiple channels. Regardless of whether communication takes place by email, web chat, or social media, all of this information is unified in one single interface.


2. Agent console/agent supervisor tools

An agent console displays existing contact record information in a pop-up window, equipping agents with the knowledge required to resolve customer queries quickly and efficiently. Paired with agent supervisor tools, which provide relevant Contact Centre metrics, the two help to deliver seamless customer experience.


3. Dynamic call queues

Dynamic routing and agent scripting based on existing data help businesses to reduce call handling times and improve the customer experience. This also reduces company costs and encourages customer while encouraging customer loyalty.


4. Contact Centre analytics and reporting

Analytics and reporting tools allow businesses to obtain real-time insights into their Cloud Contact Centre operations. These insights can then be used to inform business decisions and optimise existing processes.


5. Speech analytics

With speech analytics, you can analyse customer interactions, identify patterns, and glean unique insights. Not only does this shed light on any problems that need addressing, but it highlights untapped opportunities, which can boost agent performance.


Related Read: Discover how to facilitate seamless customer experience in your Contact Centre, by downloading our guide, ‘3 Ways Amazon Connect Will Transform Your Customer Service Capabilities’ today.


Cloud Contact Centre Advantages

IT Infrastructure:

  • With less hardware involved, a Cloud Contact Centre reduces the time and cost associated with installation and configuration, training, support, and maintenance.

  • Cloud-based Contact Centres offer a more flexible and scalable solution to fluctuating demand. For example, it’s easy to add additional agent seats if needed. This level of flexibility also provides businesses with the opportunity to trial new markets with reduced risk.

  • Pre-built applications can easily be integrated into the Cloud, without needing to install new software or hardware. With a Cloud-based Contact Centre, new functionality can be added within days or weeks (instead of months or even years in traditional Contact Centre environments).

  • Since a Cloud Contact Centre is ‘always on’, there is no downtime associated with carrying out routine maintenance.

  • A Cloud-based IT infrastructure also makes it easier for businesses to recover from mishaps, since bug fixes can be carried out quickly and locally, without impacting other microservices.


Customer Experience:

  • A cloud-based Contact Centre unifies multiple communication channels by bringing them under one roof to deliver a less disjointed service and enhance the customer experience.

  • AI-enabled intelligent call routing ensures customer calls have quicker response times, enabling agents to resolve issues faster and satisfy their customers.

  • A cloud-based Contact Centre with predictive capabilities enables businesses to analyse customer behaviour to deliver an increasingly personalised service.

  • Cloud Contact Centres also provide greater data visibility, enabling businesses to better measure their performance. These insights can then be used to inform business decisions and optimise existing processes — freeing up agents’ and customers’ time.

  • With no on-site premises, advisors are also able to work remotely. This makes it easier for businesses to increase the number of available agents to meet demand and cope with seasonal fluctuations.


Related Read: Find out how to design and implement a winning customer experience transformation.


Cloud Contact Centre Challenges

Despite boasting numerous benefits, Cloud Contact Centres are not without their challenges.

For example, despite its flexible commercial model, Lex voice application, and machine learning/AI capability, Amazon Connect doesn’t offer email and web chat distribution to agents. If you already have this capability in your existing Contact Centre, it’s unlikely that you’ll want to sacrifice this. A more considered approach to implementation is required to ensure you retain these capabilities and provide the best of both worlds.

For example, we could implement machine learning capability to your existing Contact Centre and add Lex to your front end — without compromising on facilities such as email and web chat.


Contact us: Find out more about our incremental approach to implementation and how you could use it to augment your existing Contact Centre environment with additional cloud functionality.


Cloud Contact Centre Software

Amazon Web Services (AWS) is a vast IT hosting capability that allows customers to purchase services purely on a usage basis. Amazon’s cloud-based Contact Centre service, Amazon Connect, is an integral offering from AWS that works from the same infrastructure.

Since launching commercially, Amazon Connect has disrupted the traditional marketplace by providing businesses with a genuinely scalable and cost-effective Cloud Contact Centre solution.


Commercial Model

Amazon Connect’s flexibility means you only pay for what you use, and you can layer applications on top with ease. It’s easy to expand upon and equally as simple to reduce in size, enabling businesses to cope with fluctuations in demand and enhance the customer experience.

This commercial model is especially well-suited to SMBs looking to save. It also boasts impressive applications including Lex voice capability and machine learning/AI intelligence.


shutterstock_461165539 (1)


Lex Voice Application

Alexa — the household name behind Lex — makes traditional IVR systems redundant, since she understands customer intent and speaks back to them to resolve their query in a friendly and efficient way. Lex also reduces costs by eliminating the need for live agents.

Lex can also be integrated into your backend systems to provide visibility on customer behaviour. From this, every interaction that takes place in the Cloud Contact Centre can be personalised to enhance the customer experience.


Machine Learning/Artificial Intelligence (AI)

Amazon Connect’s machine learning and AI applications enable businesses to identify patterns in their data that would be extremely difficult to decipher by a human. This has the potential to transform how your business supports its customers.


shutterstock_791444350 (1)


With Amazon’s cloud-based Contact Centre, businesses can consume machine learning capabilities on a pay-as-you-go model, gleaning customer insights that their competitors can’t.

At Connect Managed Services, we can work with you to implement Amazon Connect’s individual capabilities and transform your Contact Centre.


Cloud Contact Centre Pricing

Cloud Contact Centres typically work on a subscription basis, with month-to-month terms. The cost of the subscription will vary depending on how many agent seats you need.

Amazon Connect’s commercial model is particularly flexible, meaning that you only pay for what you use. This makes it easy to scale your requirements up or down depending on your business’ needs.

The beauty of this service is that there’s no commercial penalty for changing the number of users at any time.


To find out more about Amazon Connect pricing, get in touch.


How to Start Using Amazon Connect

The benefits of a cloud-based Contact Centre such as Amazon Connect are many, but knowing how to adopt it — and which elements to integrate into your existing Contact Centre environment — can be a challenge.

Book a free consultation with us to help you make the right decisions for your Contact Centre and your customers.


Book a meeting CTA