Cloud-based phone systems are gaining popularity as a replacement for traditional phone systems. Businesses are recognizing the benefits of moving their phone systems to the cloud. So why aren’t call centers embracing this technology?

Actually, some call centers are already using cloud-based systems. Smaller and geographically dispersed call centers are more likely to transition from physical to cloud-based phone systems. Larger call centers face more challenges in adopting this technology because their needs extend beyond basic phone functionality. They require Computer Telephone Integration (CTI) features like customer “screen pops” and software for monitoring and managing calls.

However, on-site call centers may soon become obsolete. Cloud-based solutions have advanced significantly. Smoothstone IP Communications, a company with over ten years of experience in enterprise VoIP solutions, now provides a system that is highly scalable and offers advanced features for call center managers.

Smoothstone’s ControlMaxx operates from multiple data centers strategically located around the world. It’s monitored 24/7 by a Network Operations Center (NOC) to guarantee system availability and updates. Security and Quality of Service (QoS) are proactively monitored. Although cloud-based, the system seamlessly integrates with your existing business processes and applications.

ControlMaxx’s Call Director gives you control over incoming call routing. You can route calls based on location, time of day, holidays, and even activate disaster recovery plans if your facility experiences issues. This allows you to adapt call flows instantly as needed.

You can customize Call Queuing to prioritize agents, distribute calls effectively, play music or messages while callers are on hold, and manage overflow situations. This helps optimize agent efficiency and reduce caller wait times.

Management can monitor or record calls for quality control, training, or compliance purposes without interrupting the agent. You can record individual agents or entire call groups and retrieve those recordings easily.

The Call Reporting feature provides comprehensive data and analytics to manage your call center effectively. You can generate reports based on queues, agents, specific calls, or call paths. These reports, along with the recording and monitoring capabilities, give you the tools you need to run your call center efficiently.

The Agent Desktop Client, a computer application, gives agents real-time access to queue and call statistics, alerts, call status, transfer options, and a secure chat feature. Additionally, the screen pop function integrates with popular CRM platforms such as Salesforce.com.

By using cloud-based call center technology and high-bandwidth, low-latency internet connections, you can establish a call center of any size and operate it from various locations, including existing call centers, satellite offices, and even employees’ homes. Cloud-based communication provides unparalleled flexibility in managing your workforce.

If you manage a large, expensive call center that faces scalability or maintenance challenges, consider exploring cloud-based call center solutions before investing in costly infrastructure upgrades. These cloud-based solutions could potentially offer better performance at a lower cost than your current system.