Blue Skies Ahead for Cloud-based Call Centers

Predictive Dialer, Telecommunication System

One of the things we talk about frequently here on the blog is the cloud-based nature of our PBX and Predictive Dialer products. But what does it really mean to have a PBX housed in this ubiquitous cloud? Is this just the latest internet buzzword or does it actually mean something?

It’s easy to understand why one would have these questions. It seems like every technology company out there wants to tell you about their “cloud integration” or how they “help you harness the power of the cloud” but they never really tell you how. Or why. Or what the benefit is. It’s like you’re supposed to fall all over yourself to do business with them just because they said “cloud.

But here’s the thing: the cloud is incredibly important for present day businesses and it’s only going to get more important. And this goes double for those of us in the call center market.

For the uninitiated, cloud-based technologies are built on the premise of taking the infrastructure normally necessary to deploy a system, such as a call center PBX, and housing it entirely on the internet. Customers are drawn in by a total cost of ownership that is drastically less than what they’d pay if they were buying the hardware themselves. The promise of a globally distributed workforce adds to the incentive as call center managers envision low-overhead, highly productive outsourced agents, all linked together regardless of location.


All of this is accomplished via voice over IP, or VoIP. Also known as IP telephony, this technology takes a company’s phone service and makes it as border-independent as sending an email. Call center personnel working for the same company no longer need to be in the same country, let alone the same room. Calls can be distributed around the world; an agent only needs an internet connection and a properly configured phone to join a company’s call center.

Call center managers are taking notice. In a recently released report, market research firm DMG stated that the number of call center seats taken by cloud-based agents will see strong growth through at least 2018 with growth for this year alone at 20%.

Donna Fluss, president of DMG, sees nothing but blue skies ahead for cloud-based call center infrastructure.

“We have never seen this market in a stronger position,” she says. “Competition is fierce, innovation is at an all-time high, vendors are executing, and users have so many choices for leveraging the real and quantifiable benefits of the cloud.”

Indeed, as competition grows, it is becoming more and more important to find out exactly how your provider of choice has built their network. New entrants into the cloud provider market are tempted by the discounted rates of lower quality lines and longer routes. In the end, however, it is their customers that pay the price as they deal with poor call quality, jitter, line stutter, and drops.

At Innitel, our engineers built our network from the ground up. We worked with top-tier providers to create a network that our customers could rely on to deliver clear, high-definition sound on routes optimized for efficiency. Every decision we made was done with the knowledge that our customers’ business would be riding on our ability to deliver the quality that their customers would demand.

Properly executed, cloud-based call center infrastructure can open doors to capabilities we could only once dream about. To find out more about what what a cloud-based call center PBX can do for you, email today.