In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers.
Cloud-based phone system is a further advancement in the direction as it allows operators to access all the features and benefits of call center telephony over the Web against an affordable & flexible pay-as-you-go subscription model.
Thus, in-house infrastructure deployment to manage public switched telephone networks, storage, communication applications, and collaboration servers is no more an obligation.
India, a popular call center business process outsourcing destination, often uses a cloud-based phone system in order to cut operational expenses and downtime, and increase connectivity.
Real-time call monitoring/barging system can be used by quality assessment team to provide important guidelines to agents to maintain the standard of the service as per industry norms.