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Cloud Call Center Software : What Are the Different Type?


Cloud call center software saw significant adoption in 2020 due to its inherent flexibility. Sales, service, and collection departments have relocated to remote work environments, paving the way for extensive use of cloud call center software. What has led to the tremendous growth of cloud solutions can be broken down into three categories: scalability, security, and integration capabilities.

However, there is no one-size-fits-all cloud solution. The needs of various businesses, there are three types of cloud call center software. Depending on the nature of your business and your needs, you can select from the following options:

Public Cloud Call Center

The public cloud is a low-cost solution ideal for small and mid-sized businesses in the BPO, E-commerce, Travel, and EdTech industries. In a public cloud, you share the same hardware, storage, and network devices as other organizations or “tenants.”

In the public cloud, you only pay for what you use. The following are some of the benefits of using the public cloud:

  • Highly scalable and cost-effective
  • There is no need for upkeep.
  • Exceptional dependability

Private Cloud Call Center

A private cloud, also known as an internal cloud, is ideal for businesses seeking high data security and control over mission-critical operations. Private clouds serve as an on-premise solution in banks and financial institutions where data security is a top priority. Dedicated instances for banks can be created to meet specific IT requirements.

Private cloud benefits that make it appealing to businesses include:

  • Greater scalability than on-premise solutions
  • It is a highly dependable and secure solution.
  • Ensures data security and operational control at a high level

Hybrid Cloud Call Center

Because it combines private and public clouds, hybrid cloud call center software offers the best of both worlds. It removes the need for large capital investments. For example, if a company needs to handle a short-term surge in business demand, hybrid functions are an excellent choice for cloud call center software.

The hybrid platform is the best platform for businesses because of the following benefits:

  • Allows the company to keep sensitive data on private infrastructure while handling other data or applications
  • on the public cloud.
  • It gives the company a lot of leeway
  • It is a low-cost option with scalability guaranteed.

Why should you have switched to cloud-based call center software?

According to Call Center Helper research, nearly three-quarters of call center professionals (74.7 percent) believe that cloud-based systems complement improved customer experience better than on-premise systems.

So, allow me to walk you through the reasons why cloud call center software is an excellent choice for your company:

Less complexity, More Adaptability

With cloud call center software, you have the freedom to upgrade your solution as your business requires. You don’t have to worry about IT maintenance, hardware installation, or even setting up a physical office space. 2020 has led us to believe that the cloud is the way forward, as most businesses see working remotely as a permanent solution

Data Protection

Data theft becomes more sophisticated in a tight-knit world where information is transferred in microseconds. However, with cloud call center software, you can be assured of a high level of data security and save your business from a data breach due to its enterprise-grade security and adherence to regulatory compliance.

Capability to Integrate

In addition to flexible upgrades, the agility of the cloud call center solution is critical to the growth of your business. A versatile solution enables seamless integration with a variety of applications such as a ticketing system, knowledge base, and in-house or third-party CRM. It only takes a few clicks to add built-in or integrate new applications with a cloud call center solution, and your call center is ready to serve your organization and customers.

Shorter time to Market

If you are still stuck with a complex solution that takes ages to install, you are lagging behind your competitor. Get to know a cloud software provider and start implementing your solution today. Because of the simple and quick installations, your business will be up and running in less than 48 hours with a cloud call center solution.

Sales must be Avoided

 Silos must be eliminated. Assist your call center agents in driving contextual conversations with customers. Provide them with the tools and information they need to identify customers’ unresolved grievances, previous interaction history, and other details in order to deliver a customer experience that distinguishes your brand from competitors.

The Future of Cloud Call Center

If your current call center software is making your job more difficult, it’s time to switch to a cloud-based call center solution that is highly scalable, secure, and dependable. Get rid of the never-ending struggle of hardware installation and IT infrastructure maintenance in order to meet the demands of your customers. Get a low-cost solution that fits your remote call center operations perfectly.


Amit Singh - Founder & CEO

Amit has over two decades of expertise in product development, team building and scaling, and leading software architecture and operations. Amit had firsthand experience with IT pain and frustration while running his prior business and was determined to solve it with ACMA. In developing solutions, he is steadfastly dedicated to establishing a culture based on diversity, inclusion, and ethics. He promotes critical thinking from all walks of life and viewpoints.

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