Traditional call center setup required high start-up capital and equally high maintenance costs as well as logistical complexity. Phone systems, computer hardware and software, data servers, routing systems, network infrastructure to name a few had to be setup before you could approach prospective clients to pitch your services. The lead times for setting up a call center solution center were as high as the cost. This made it difficult for smaller players to enter the industry and compete with established call center solution providers. Well, not any more. The business scenario has changed. A cloud call center can be setup within a few hours and there are no significant hardware, software or maintenance costs.
How does cloud technology help call center solution providers?
The availability of call center technology as software as a service (SaaS) enables service providers to start small with as small as one seat or agent. There is no huge start-up expense for buying or leasing servers, ACD, expensive phone systems etc. Almost all cloud based call center systems can easily connect to smartphones and provide multiple channels for communication - calls, email, web chat, SMS.
