Cloud Contact Centre
Short definition
Cloud Contact Centre: A cloud contact centre is a hosted platform that helps an organisation handle customer enquiries by phone and, depending on the solution, other channels. Cloud contact center solutions are offered by Stream Telecom.
Meaning and how it works
The platform queues interactions, assigns available agents, records events and produces service reports. Supervisors can monitor workload and service indicators.
Business applications
- Business scenario:
An online service runs a distributed support team while monitoring waiting times and unanswered enquiries.
What to check before implementation
Assess supported channels, integration interfaces, access control, data retention and business-continuity arrangements.