What is an Omnichannel Cloud Contact Center?

What is an Omnichannel Cloud Contact Center?

A cloud contact center is a comprehensive suite of cloud-hosted services and applications to facilitate contact centers requiring multiple communication channels, sophisticated call routing, agent management, and analytics.

Choosing the best cloud contact center solution to handle customers and incoming support calls is the right step toward success for a customer-facing organization. Without a good cloud contact center, businesses can face losses in terms of brand reputation and financial impact. 

A cloud contact center is an internet-hosted communications hub that can empower businesses with its unified capability to centralize customer interactions across multiple channels. It allows business organizations to overcome the hurdles in communication with their clients, enabling and storing data on inbound and outbound calls. This article will discuss the working of a cloud contact center,  the benefits of cloud contact centers, and the differences between a multichannel and an omnichannel cloud contact center.

How Do Cloud Contact Centers Work?

A cloud contact center solution enables large enterprises to conquer the challenges of interacting with customers by consolidating all communications across multiple channels. A cloud contact center uses the latest contact center technologies, WFM tools, automated services, and high-level dashboards to provide a correct and integrated view of valuable insights. 

A cloud contact center solution integrates several communications channels into a unified system so that agents can interact with customers or clients across any channel while maintaining a consistent record of the interaction. It uses automated services such as auto-attendants and tools like Interactive Voice Response (IVR) and advanced call routing to ensure that customer calls quickly get directed to qualified agents.

Cutting down the time to make data-driven decisions by providing access to high-level dashboards is the essence of a suitable cloud contact center solution. It gives accurate details of KPIs like agent idle time, average call durations, call waiting time, and more to optimize the working of the cloud contact center. 

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What is Omnichannel Contact Center?

An omnichannel cloud contact center is a customer service function with a multichannel customer experience strategy. It offers a smooth communication experience across all channels and is readily available through an internet server. Omnichannel cloud contact centers are opted by organizations to provide context throughout the customer’s journey by connecting their entire interaction history with the organization across all channels.

A thoroughly optimized omnichannel cloud contact center connects every communication channel and the company’s CRM system to empower businesses to achieve their goal values for all KPIs. 

What is the Difference Between Multichannel and Omnichannel Contact Centers?

Omnichannel cloud contact centers use multiple communication methods and provide a smooth experience across each communication channel. Information regarding the entire customer journey across all channels is stored in a single, consolidated database that can be accessed by any agent using any communication channel. On the contrary, in a multichannel cloud contact center, which was the predecessor to omnichannel communications, each communication channel operates in silos. 

Agents in an omnichannel cloud contact center are skilled professionals, well-versed in the company’s policy, and eloquent in the best practices of every communication channel. Although specialists, multichannel cloud contact center agents are generally less tech-savvy and cannot switch between channels seamlessly.

In the best omnichannel cloud contact center software, dedicated technologies are usually integrated via the cloud, while in multichannel contact centers, the technologies are not necessarily incorporated. 

What are the Main Benefits of Cloud Contact Centers?

Cloud contact centers offer lower setup and ongoing costs, improved flexibility, enhanced agent productivity, real-time analytics, and an overall enhanced customer experience. 

Lower Costs and Fast, Easy Setup

In contrast to traditional call centers, cloud contact centers have considerably lesser setup and ongoing costs. Typically, no hardware is required to set up a cloud contact center, and it takes less time to configure and customize as needed. 

Remote Work Friendly

Remote contact centers enable remote work access across several devices and operating systems while providing real-time reporting. These contact centers provide sufficient flexibility to employees and offer complete visibility into agent productivity and customer experience.


Cloud contact centers allow you to add as many use cases and calls as possible without requiring complex configurations and extra wirings. 


While traditional phone systems are more susceptible to unforeseen circumstances like localized power outages and weather hazards, cloud contact centers are designed to remain reliable in all events. 

Security Assurance

Costly and frequent audits are necessary for security assurance of on-premise solutions. Yet, they continue to put confidential data at risk, as these audits and tech updates depend on the IT staff. However, a cloud contact center ensures work and information safety. 

Useful Third-Party Integrations

Cloud contact center solutions do not work in silos, as businesses simultaneously rely on multiple applications and systems. With the use of approved third-party integrations, cloud contact centers offer a seamless working experience for agents. 

Real-Time Analytics

Cloud contact centers enable the measurement of the entire customer experience by leveraging custom reports and visual, real-time dashboards that can be integrated with the best business intelligence (BI) systems for increased data insights. These dashboards allow data-driven decisions regarding workforce management and scheduling and identifying areas for improvement. 

Boosted Customer Experience

By streamlining processes through ease of management and real-time tracking of KPIs, a cloud contact center boosts the overall customer experience. Cloud contact centers lessen the customer burden, equip their agents to provide the most seamless customer experience, and ensure enhanced customer loyalty. 

How to Choose the Best Cloud Contact Center System for Your Business?

When on the hunt for the best cloud contact center for your business, look out for the following features in the options you are considering:

  • Fast and easy setup
  • Ease of management
  • Better performance
  • Boosted customer experience
  • Industry compliance 
  • Optimized agent productivity
  • Reliability
  • Remote work friendly 
  • Scalability
  • Security assurance
  • Tracking of real-time analytics
  • Useful third-party integrations

Comparing the best cloud contact centers by looking closely at features, benefits, and reviews will help ensure that you choose the best option for improving operations and enhancing the customer experience in your company. 

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