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Introduction of the Cloud Contact Center

As a bridge between enterprises and customers, the contact center is an important part of enterprise services. High-quality contact center services can not only bring good reputation to enterprises, but also become the value and profit center of enterprise value-added services and precise marketing. Next, let's learn about the cloud contact center from the following aspects: the development history of the cloud contact center, advantages of the cloud contact center, and the future of the cloud contact center.

Development history of the cloud contact center

The development history of the cloud contact center can be divided into three phases from the name of the cloud contact center.

Phase one: Call center.

The earliest call center is used to process hotline calls.

Phase two: Contact center

With the rapid development of Internet technologies, the call center does not only implement simple voice calls, but also includes the communication and interworking of multiple media. Call center is renamed as contact center.

Phase three: Cloud contact center

Although the contact center functions are complete, the on-premises deployment mode is used, the hardware cost and maintenance cost are high, and the capacity expansion is slow. Cloud contact center cloudifies all resources in the contact center to implement cloud-based deployment of contact center services. Enterprises do not need to purchase or maintain hardware devices based on the public cloud contact center. Agents can be purchased on demand and paid by usage.

Advantages of the cloud contact center

The revolutionary innovation of the deployment mode promotes the development of the contact center. The cloud contact center is the first choice for enterprises to establish contact centers because of its short construction period, low investment, flexible deployment, and convenient management.

The intelligent cloud contact center has arrived

Artificial intelligence (AI) is changing people's daily lives and the contact center at the same time. Intelligent voice navigation (voice navigation instead of key navigation), intelligent outgoing call (AI replaces manual outgoing call), intelligent robot, and intelligent inspection (real-time voice recognition and voice-to-text quality inspection) are fundamentally changing the service experience for contact centers.

In the future, the smart cloud contact center will integrate with big data to provide customers with more precise personalized services. The combination of VR and AR will create new service experience for contact centers.