First, we understand what cloud contacts are before PBX. The Cloud Contact Center is a comprehensive suite of tools, applications, and cloud-hosted services for call centers or enterprise customer support departments. The cloud contact center can include tools and applications for sending phones, messages that include chat, SMS, social media, robot, etc., as well as email, CRM, and the Omnichannel.
The cloud telephony application simplifies the flow of incoming and outgoing business calls and includes a number of productivity-enhancing and tracking features. This phone feature can be provided in two ways, namely Cloud PBX and Cloud Call Center. Let’s discuss the differences in the features of these applications, but first look at what each application means.
A PBX stands for Private Branch Exchange, which is a private telephone system that allows an organization to communicate both internally and externally. A PBX is a “machine” that directs incoming calls, allows the company to forward calls to other extensions, and contains all the specifications for the operation of the company’s telephone system. A PBX can use telephone hardware to make telephone calls or use a telephone or software telephone system integrated into a computer to make calls. A cloud PBX is a hosted communications solution that offers the same private branch exchange services as an on-premises PBX solution at no additional infrastructure management cost.
Here are some features of the Cloud PBX solution
DID stands for Direct Inward Dialing, a feature that companies sort and rate very well because it allows them to map multiple numbers to a trunk line. By doing this, lines can be allocated to different departments for accurate call routing, which in turn helps to provide accurate customer service and thus improve the customer experience. DID mapping not only helps companies route external calls, but also helps them communicate more internally with the team.
Click-to-call is an important business feature that allows customers to contact the business with a single click. The click-to-call feature integrates with the company’s website and all numbers shared by the visitor are automatically selected. This gives the company a faster response time.
This cloud PBX feature is primarily designed for agents who handle calls from their software telephones or IP landline telephones. A pop-up screen shows the caller’s details and their communication history when the call is connected. This ensures that the agent is notified of the call and can take the necessary action to resolve the first call for the customer.
The cloud PBX offers several team collaboration solutions, such as screen sharing, call forwarding, and voice conferencing, so that agents can work with their supervisor or another agent to properly serve the customer. Agents can perform some of these functions, such as forwarding a call or sharing a screen, without the client being aware of it.
These are some of the key features of a cloud-based PBX solution. Now we understand what a cloud contact center solution is and what the key features it offers are.
The Cloud Contact Center described above is a comprehensive set of tools, applications, and cloud-hosted services for contact centers or departments involved in customer service and business engagement. The Cloud Contact Center is a complete suite that integrates multiple communication channels (including phone calls and messages) and includes sophisticated call forwarding, agent management, and analytics features.
Let’s look at the features of cloud contact centers:
The cloud contact center is able to integrate several customer information channels, such as telephone, SMS, e-mail, social networking, chat, robot, CRM, etc., to give a 360-degree view of the customer. The Cloud Contact Center solution can also be integrated with the Omni Channel to see a unified timeline view of customer communication across channels.
The Cloud Contact Center offers more in-depth customizations to improve agent productivity and first call solutions. It comes with advanced routing mechanisms that can easily handle complex routing rules, such as sticky agents or routing based on skill, geography, and more. It also offers some advanced agent support features, such as whisper guidance, knowledge base integration, advanced auto attendants, and IVR. so that customers can talk to the right agent at the first moment.
The Cloud Contact Center software comes with detailed analysis and logging tools, such as a call log or screen log, so that the customer service instructor is aware of the call center’s operations. The supervisor not only receives important information about call reports, such as call drop rate, rejected call rate, etc., but also receives agent-level information, such as average processing time, shrinkage rate, first call resolution rate, and so on.
ACD is the core of a cloud-based call center. Unlike a Cloud PBX, a cloud call center can route calls to agents based on a variety of criteria, such as skill-based routing or VIP calls. You can manage different queues for different campaigns. The sticky agent feature allows you to connect calls with specific agents to a specific caller based on caller preferences.
So as we have seen the Cloud PBX Solutions and Cloud Contact Center solution, the question that may arise now is, which one fits your business needs?
While both the solutions serve the same purpose of streamlining customer communication, the Cloud Contact Center software is a long way from enhancing the customer experience with advanced and scalable personalization features.
Before purchasing a cloud-based phone solution, it is essential to understand your business needs and make the right choice. After all, a compromise between the two makes a huge difference to the end result. Contact us for more information on cloud call center software.