Cloud Based Call Centre Software Technology Vendors
Suppliers of Hosted Call Centre Software & Cloud Technology to Transform Your Contact Centre
Whilst there is a perception that hosted cloud-based call centre software technology is relatively new, thousands of businesses have already transitioned their call centre to the cloud, and Australia is one of the most established cloud contact centre markets in the Asia Pacific region.
Thousands of businesses have moved their call centres to the cloud because hosted call centre software offers a range of benefits over the traditional model, which requires the need to have dedicated (and expensive) technology and software installed at a local level.
The one thing the contact centre industry hasn't settled on, though, is the appropriate name.
You'll hear cloud-based call centre software solutions referred to as Software as a Service (SaaS), Hosted Call Centre Technology, Hosted Contact Centre, Contact Centre as a Service (CCaaS), cloud call centres, or just call centre technology, but essentially, they're all the same thing.
For clarity, when a call centre is in the cloud, there are a couple of key components.
The hosted cloud contact centre software is what the call centre managers and agents experience and that call centre software has to be stored somewhere.
Commonly, the technology vendors host the software on their own network, which is known as a hosted call centre solution, so essentially, you don't need to worry about the hardware at all and just use the software.
This is often referred to as Contact Centre as a Service or CCaaS and is the easiest, cost-effective solution to small to medium businesses (and potentially large contact centres as well).
Benefits of hosted cloud-based call centre software solutions
There are numerous benefits is moving your call centre technology to the cloud, including:
1. No hardware required
Users can access their call centre software through either an app installed on the phone or computer or, depending on your chosen solution, directly via a web browser.
2. Cost Savings
There is no expensive equipment to purchase upfront, with most cloud-based call centre software models just requiring a per-user monthly price. You also won't need an IT expert to set it all up and maintain it saving you thousands of dollars every year.
Whilst vendors can use different pricing models and, of course, there is a wide range of features, support etc that can influence pricing, you can expect to pay somewhere between $20 AUD and $120 AUD per month per agent.
3. Scalability
With a hosted cloud call centre solution, you typically only pay for what you use. This enables you to scale your solution up and down as your call centre needs change.
4. Flexibility
As all you need is an internet connection your agents can connect from anywhere in the world making it easy to use a work-from-home workforce that can make it easier to attract and retain call centre agents (and also access additional resources fast when you need them).
5. Access to Powerful Features
Call centre software enables you to access all the standard call centre functions like call queuing and reporting through to advanced features like outbound diallers, powerful skills-based routing, omnichannel, speech analytics and more. Most vendors have solutions where you can start small and add on extra features as your business requirements change
How to Choose a Cloud Call Centre Provider in Australia
Like any decision for your business, choosing the right partner for your cloud contact centre solution is critical for success.
There are literally hundreds of different call centre software suppliers, and new ones appear frequently, making it hard to choose the right partner.
Many traditional (hardware-based) call centre technology vendors have also moved their solutions into the cloud or can offer a blend of on-premise and/or hosted solutions, depending on your requirements.
This can be advantageous, as cloud contact centre technology is not always the right option—it really does depend on your business requirements.
There are plenty of small providers doing an excellent job, and we've also heard of some horror stories from both small and large providers.
The key is to do your research!
Read our Contact Centre Technology Guide, contact the suppliers and ask to see real-life demonstrations, talk to existing customers and ask for references.
And make sure you are clear on your requirements.
If you'd like some help, try the free Contact Centre Technology Wizard. It will help you define your requirements to enable informed conversations with potential partners.
We can also provide you with a recommended supplier shortlist to save you time, stress, money, and risk.
Search Hosted Cloud Call Centre Software Technology Vendors
Contact the call centre technology vendors below or use the search filters to find vendors with other contact centre solutions.
