Cloud Contact Center Solutions to Revolutionize Customer Service

To keep up with an increased demand for timely, efficient, and effective customer service, enterprises are now tapping contact-center-as-a-service (CCaaS) solutions. Through this cloud-based method of managing customer relationships, businesses can use a cloud contact center provider’s software instead of maintaining their own costly IT servers and manpower.

At the height of the pandemic, many Business Process Outsourcing (BPO) companies abroad have  moved to a cloud-based, work-from-home model. With employees working remotely, businesses had to look for ways to deploy applications that enable secure, cost-efficient, and productive work outside office premises. This accelerated the adoption of cloud-based solutions which, in turn, facilitates customer service across multiple channels such as voice, SMS, email, and even social media.