How Cloud Contact Center Solutions Help Build Customer Relationships

Cloud Contact Center solutions typically are implemented in call center environments that handle large volumes of phone calls. These call centers perform a variety of functions, such as customer service, sales, technical support, telemarketing, collections, and more. A single call center can arrange in size from a few agents to thousands of agents.

A Cloud Contact Center system is designed to maximize call center productivity. It queues and routes inbound calls to agents based on pre-established criteria, which are stored in the system’s database. Routing can be based on a wide range of circumstances such as the order in which the call was received, the caller’s importance, the urgency of the call, the agent skills required, and other factors. The goal of the Cloud Contact Center system is to use a queue strategy that dispatches calls to the most appropriate agent.

In addition to routing incoming calls to agents, a Cloud Contact Center system may integrate additional functionality to help improve the customer experience. Examples of these capabilities include:

  • Predictive Dialing – To manage outbound calls, the system may integrate a function that places calls on behalf of the call center’s agents.
  • Desktop Integration – Also known as “screen pop,” this tool uses caller identification information to display pertinent caller information on a computer screen prior to the agent answering the call. The information facilitates processing of the call and personalizes the customer experience.
  • Interactive Voice Response (IVR) – An IVR is an automated telephony application that interacts with callers, gathers information and routes calls to the appropriate agent. It helps saves the customer time and effort.
  • Call Recording – This feature allow agents to record any part of a phone call for future reference. In addition, supervisors can use call recording for training and coaching purposes.
  • Productivity Monitoring Tools – A variety of capabilities can be integrated with a Cloud Contact Center system to improve agent performance. For example, supervisors can monitor agent calls to provide useful feedback, as well as use workscripting to create a roadmap for agents to follow during a call.
  • Reporting – Cloud Contact Center systems should provide both historical and real-time reports to help call center managers manage their operation. These reports include valuable information on individual agent productivity, call volumes, incomplete calls and much more.

With an Cloud Contact Center solution, a call center can provide highly personalized, efficient customer service. Agents are better positioned to anticipate customer expectations. Cloud Contact Center systems improve the customer experience and help build better customer relationships by:

  • Quickly connecting customers with a well-qualified, knowledgeable agent – Sophisticated queuing and routing capabilities process calls efficiently and get callers to the best agent every time.
  • Real-time monitoring of agent performance – This capability helps ensure customers always get the best service possible. It will also improve agent training and maintain performance at the highest levels.
  • Providing customers with a choice of contact options – Some Cloud Contact Center systems manage inbound and outbound interactions through a variety of communication vehicles, including voice, email, fax, chat and more.
  • Ensuring a consistent customer experience on every call – Cloud Contact Center solutions provides a reliable system for processing calls efficiently and maintaining knowledgeable, productive agents to meet customer expectations.

To learn more about Cloud Contact Center solutions download FairPoint Communications’ latest white paper titled “No Hardware: Making the Case for a Cloud Contact Center.”

By providing more streamlined, intelligent and cost-efficient solutions, FairPoint Communications helps businesses of any size get the most from their voice applications. FairPoint offers two voice options: Hosted PBX and SIP Trunking. A cloud-based voice service, FairPoint’s Hosted PBX eliminates capital investments in telecommunications equipment. SIP Trunking leverages an organization’s existing on-premises equipment by connecting it to FairPoint’s advanced softswitch network. Both options simplify network requirements, provide access to enhanced features and lower operational costs.

For more information on FairPoint Hosted PBX or SIP Trunking solutions, visit


Bob is the Product Manager responsible for Hosted PBX at FairPoint Communications, a leading provider of advanced communications technology in northern New England and 14 other states across the U.S.