What is a Cloud Contact Center Platform?

A cloud contact center platform is a complete, unified, cloud native platform built to support multichannel or omnichannel communication between customers and agents (or self-service systems) in a manner that optimizes customer experience and agent experience. Cloud contact centers can be optimized to handle both inbound and outbound calling and messaging.

As it resides in the cloud, software modules built on the platform can integrate seamlessly with existing applications, presenting a unified interface, coordinated functionality, and powerful data sharing. Cloud contact center platforms also have the advantage of being able to easily and quickly integrate with other complementary cloud-based applications, such as CRM, through the use of APIs.

Core contact center applications, such as automatic call distributors (ACDs), interactive voice response (IVR) systems, and workforce management (WFM) software, are typically included in a cloud contact center platform. And because cloud contact center platforms are flexible, additional capabilities can be added as new technologies emerge.

For example, advancements in artificial intelligence (AI) and automated speech recognition (ASR) have enabled the creation of speech analytics software that can analyze 100% of contacts. This software is typically completely integrated with other applications on the platform to allow for features like consolidated dashboards.

Cloud contact center platforms enable the system capabilities and functionality that ultimately lead to greater agent satisfaction and seamless, omnichannel customer experiences.