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How to build a cloud-based call center for your business in 2021?

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It may look like some magic at first, but cloud technology doesn’t plan to stop improving.  

Technology is ever-changing, and the way we communicate and conduct business.

Customers now contact a brand through a website, mobile app, social media, or live chat. But what happens when a customer is not satisfied or has a problem? He still reaches for his phone.

Clients expect a person on the other end of the line to be able to help them immediately. This is why a cloud call center is a great solution, as someone is always available to answer a call.

What is a cloud call center?

A cloud call center is a platform that handles customer calls and interactions.

The name implies that cloud calling is a telephony service provided through a 3rd-party cloud host. Calls are not placed over a landline but on an internet connection.

How is cloud computing helping call center agents?

Since virtual assistants showed up as time and money savers, many things have changed thanks to rapid technology progression. Cloud call center helps small and growing businesses with customer service, technical support, cold calling account assistant, and more.

The good thing about it is that it doesn’t need physical infrastructure as you can access it from anywhere.

There are many benefits of a cloud call center for your business

Imagine losing your potential clients because you haven’t provided them with low-latency streaming. If you are live on chat with followers and viewers, lower latency is best to reply to their questions and comments. The same could happen if customers waited too long to respond to an issue with a product or service issue. This is where cloud calling comes as a solution.

A cloud call center has many benefits, including:

  • Many call centers have seasonal swings in call volume. A cloud call center is a more cost-effective model as you only pay for the seats being used. Also, this technology can handle a growing amount of data and store it to meet users’ demands.
  • At-home agents. Cloud technology is accessible from anywhere; you only need a quality internet connection. This enables a cloud call center to handle requests with a remote working team of agents. Hiring agents who can work from home is an advantage.
  • Most cloud-based systems easily integrate with other business applications like a CRM by adding a new integration module.

How to build a cloud call center

When building a cloud calling center, you should focus on several things:

Decide on the type of the call center

Call centers can serve multiple purposes, so there are different types of virtual call centers. The easiest way to choose is to think out if you want to focus on outbound call services or respond to incoming calls.

It is essential to decide on the type of call center you will set up.

Think of the features you are looking for in virtual call center software and the services you will provide.

Define the organizational structure

After deciding what type of call center you need, it is time to give the organizational structure some thought.  With virtual call centers, you don’t need to spend money on office equipment. You only need a fine headset with a microphone and an internet connection you can rely on.

Choose the right software

Do you need pre-recorded greetings that provide callers a menu of options that guides them further to the right place for the inquiries? Choose IVRs and Auto Attendants.

Do you want to connect callers with agents but with the most equipped one to assist people? Choose a cloud call center that promotes skill-based call routing.

Do you want to integrate with business CRM platforms? This way, you will allow your agents to deliver more personalized customer service over the phone.

Hire a team of call center agents

Start with a small but experienced team. It will be a lot easier to manage the team in the long run. Once you scale, your call center software will scale alongside you.

Even one missed call or unanswered question might have a negative impact on how potential clients perceive your business. By building a cloud call center, your clients will be ensured that there will always be someone available to answer their calls.


Kossi Adzo is the editor and author of He is software engineer. Innovation, Businesses and companies are his passion. He filled several patents in IT & Communication technologies. He manages the technical operations at

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