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Contact Center – Digital transformation through innovation and Digital Consumer Engagement-CX

What is a company without its customers? Customers are an integral part behind the success of a company. Not only do they provide revenue, but they also provide valuable feedback through various platforms to make a company aware of its shortcomings. To listen to what the consumer has to say about a business, a contact centre is a must. Especially if you are a large-scale enterprise providing services to multiple locations.

Like all things, these contact centres have evolved. Both for the betterment of the company and the customer. Today, most people communicate over the internet and this is where companies are present as well. Through Cloud Contact canters.

Adaptation to Cloud Contact Centers

If we were living 20 years ago, a customer would pick up their landline, dial a company’s contact number, and sit through saxophone music before hearing a representative’s voice. However, the internet has made communication instantaneous. Platforms like E-mail, WhatsApp, Facebook, Twitter, and instant messaging across a host of mediums allow immediate to and fro communication between a company and its demographic.

Many businesses find this overwhelming since it’s a lot of conversations coming in at the same time. It is a lot to ask of a real person to answer them all. So, you have these businesses convert their contact centres to what are now Cloud Contact Centres.

Cloud Contact Centres provide a common setup to handle customer communication over the internet. It gives call centres the ability to handle both inbound and outbound services from anywhere through a secure server. Also, the cloud-based service acts as a database for enormous information.

Advantages of Cloud Contact Centres

Cloud contact centres are incredibly easy to set up. Everything is done virtually and you need little agent training. This means reduced cost to set up. Since they are done over a secure server, they eliminate the need for hardware or external software to act as a database as well.

Not only does it allow you to store customer data, but also increase ease of access when you need it. All of it is done with protection from the third-party service provider.

Being a cloud-based service, it also gives great flexibility to the company. Engaging with the user becomes easy and can be done from anywhere. Employers can also source staff from remote regions without the headache.

A common platform like cloud has all the information in one place. A useful tool when it comes to saving company time and improving the efficiency of the whole team.

Businesses can also set up automated instant messengers to chat in real-time with their customers to save energy which would otherwise be utilized in dealing with phone calls and letters.

Enhanced Customer Experience

The biggest asset of having a Cloud Contact Centre just might be the superior customer experience or CX. If there ever has been a study to report why customers keep coming back to a particular company, customer experience would probably be at the top of the list.

Providing a quality product is half the battle. Making the consumer heard or resolving an issue quickly is the other.

Cloud Contact centres also give companies better insights into consumer trends as they happen. They can then use them to fix their flaws and enhance their services to further improve a customer’s life.

The beauty of the internet is we don’t have to wait for days to get a reply. Since the majority of customers are already riding the digital wave, they are used to instant communication.

When they want to communicate with a brand, they expect the same. In this case, having a Cloud Contact centre becomes a necessity than a luxury to thrive in the present and the future.

Being a leading contact canters communications solutions provider, StarTele Logic develop Cloud Contact Centers with a Feature-rich application. If your enterprise is interested in a Contact Center Application Development, get a free demo of our tech services. 

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