A contact centre is a customer service function that manages customer interactions across multiple channels, including phone, email, chat, text messaging, and social media. They are normally cloud based or sometimes on-premises. 

The benefits of cloud contact centres

Cloud contact centres have their core technology hosted by a third party using cloud computing. Common hosted applications include automatic call distributors (ACDs) for routing contacts and interactive voice response (IVR) systems for greetings and self-service. These centres also utilise cloud solutions for workforce management, analytics, customer relationship management (CRM), training management, and more.

Cloud contact centres offer numerous advantages, such as workforce flexibility, scalability, and reduced ownership costs. Cloud centres can easily adjust to fluctuating contact volumes, paying only for the necessary seats, while the cloud provider handles software updates, security, and maintenance. These benefits alone have led to the growing adoption of the cloud contact centre model.