The Evolution of Cloud-Based Call Center Technology

April 12, 2023

Explore other posts on these topics:

Training time, customer complaints, and technological challenges can make managing your call center a burden. However, adopting the right cloud-based call center technology solutions can minimize these issues.

Over two-thirds of call centers turn to cloud-based software to address these concerns. What are the advantages of using the latest contact center solutions, and how did they come to be? 

Learn how the top technologies got here and why you need them for your call center.

Key Takeaways:

  • Cloud-based call center technology evolved from analog on-premises solutions that were more costly and cumbersome.
  • Modern hosted call center software is more reliable, flexible, secure, and easier to set up.
  • The improved performance of cloud-based call centers enhances employee productivity and the customer experience.

How Did Cloud-Based Call Center Technology Evolve From Traditional On-Premises Call Centers?

The first call center appeared 80 years after the invention of the telephone. The agents there sold magazine subscriptions. 

At this point, enough households had landline connections to make this form of customer outreach effective. Over time, further advancements improved what call centers were capable of.

Early call centers were soon able to install their own private switchboards for internal communications and transferring calls. A human receptionist worked as an operator.

The Rise of Automated Features

One of the first elements of modern cloud-based call center technology appeared in the 1970s. Technicians devised automatic call distribution systems that could forward calls to available agents. 

A decade later, interactive voice response systems could hear a vocal reply or input from a dial pad to funnel callers to the appropriate department.

More Advanced Capabilities With Internet

Internet connectivity developed the capabilities of call centers even further. Caller ID, call forwarding, and conference calling became standard. Voice over internet protocol allowed the transfer of audio and video over broadband. High-definition signals could travel over these lines, and call quality improved significantly.

Now that high-speed internet is prevalent, all of these services fit neatly into an inexpensive subscription service. Even small companies can establish call centers without investing in extensive equipment and hardware. A communications provider houses the connections and manages the software off-site, allowing unparalleled flexibility at reasonable costs.

What Advantages Do Cloud-Based Call Centers Offer?

More companies are transferring to contemporary cloud-based call center technology because of the cost savings, ability to scale, and reliability that this evolution in communications offers. Consider these various benefits.


Modern call centers have improved business continuity and disaster recovery. Backup and technical support to reactivate an on-premise system is costly and might take days or weeks longer than a cloud-based provider. 

Online systems can guarantee your lines are down for no more than a few minutes a year. If power and internet outages incapacitate one location or service, team members can failover to other smart devices and continue business as usual.

Lower Costs

You no longer have to invest time and money in large private branch exchanges in-house. Some companies can operate call centers without purchasing any additional equipment because employees can install all the necessary apps on their own devices.

You also don’t have to pay high costs to add any lines. Virtual phone systems offer limitless connectivity inexpensively.

Remote Work Flexibility

Cloud-based call center technology means the service is available anywhere. You open yourself to having agents across time zones without having to buy office space and install new lines. 

Quicker Setup

Minimal equipment and hardware installation means connecting is almost like flipping a switch. Your hiring time reduces because you don’t need to employ or outsource to technicians who can train your team and service your system. Round-the-clock support from your provider means rapid onboarding and troubleshooting.

Better Performance

In-house systems eventually go obsolete and require upgrades. Hosted phone services remain in secure data centers where dedicated technicians ensure your system operates at its peak. Your communications provider stays abreast of industry advances and upgrades to stable technologies as soon as they are available.

Business Productivity Boost

One of the best features of modern cloud-based call center technology is the ability to use it as something more than a phone line. Your conversations with clients, partners, and workers are a rich store of data that you can use to enhance your productivity.

Those automated features reduce the number of misdials and time between calls. Regaining wasted minutes turns into hours and days of increased efficiency.

For example, your contact center applications can integrate with productivity software, such as workforce management, performance management, and quality management programs. Interaction analytics help you monitor and improve your performance.

You can also blend voice calling with other features, such as video conferencing, mobile access, and email, for an organized solution to all of your communications needs.


One of the struggles that all growing companies must deal with is where to invest resources to spur growth instead of hindering it. At the same time, companies may need to scale down during slow seasons or in anticipation of mergers and acquisitions.

Cloud-based call center technology makes adding or removing features and lines effortless. You can tailor your communications solution to your current needs without worrying about space or equipment sitting idle. You also eliminate the worry of maintaining a system while you’re not using it.

Security and Compliance

Staying up to date on security is crucial as you handle sensitive customer data. A mistake could be devastating to your reputation and bottom line.

Leaving security in the hands of communications experts takes one more concern off your plate. Also, healthcare, legal, and financial offices can easily address their additional regulations and compliance concerns.

Better Customer Experience

Boosting your communications performance and employee productivity translates to happier customers. Customers receive quicker answers and improved support from agents with a robust call center tool set.

Who Has the Top Cloud-Based Call Center Technology?

To learn more about the features and benefits of implementing essential cloud-based call center technology, contact us at Intermedia. We can help you set up our world-class Contact Center program in no time.

Mariel Santos

Mariel Santos is the Director of Marketing Communications at Intermedia

April 12, 2023

Explore other posts on these topics: