1. Top 4 Cloud
Contact Center
Trends To
Watch Out For
in 2021

2. Cloud contact centers
witnessed unprecedented
growth and popularity in
2020.

3. This popularity is
increasing by the minute,
with more and more on-
premise contact centers
moving to the cloud.
Here is a list of cloud
contact center trends that
brands should watch out
for in 2021.

4. Adoption of
omnichannel cloud
contact center
While omnichannel contact centers
are not new, they are fast earning
recognition as a standout factor for
businesses.
Channels such as instant messages,
video calls, emails, social media, and
more enable the delivery of
differentiated customer experience
across channels.

5. Adoption of cloud-
based video contact
center
The demand for face-to-face
interactions has increased through the
pandemic.
This has led businesses to rely on
video contact center software that help
resolve customer issues faster and
drive trust with more personal
interactions.

6. Rise of remote contact
center workforce
What was once a luxury is now the
new normal. Cloud contact center
software has allowed organizations
worldwide to adopt a remote
workforce.
Hiring diverse remote agents, seasonal
employees, etc. has become easier
and economical owing to limited
expenditure on infrastructure
readiness.

7. Bot is the new normal
Customers demand 24x7 proactive
and consistent customer support.
Thus, businesses need to offer
customer-centric interaction across
platforms.
Voice bots or chatbots are the latest
cloud-based contact center trends
that businesses are leveraging to
resolve customer queries.

8. About Us
CallCenterHosting (CCH) is a leading and
globally recognized provider of
cloud contact center software.
We offer complete software-based call
center setups for start-ups, SMBs, and
enterprises. This includes call center
dialers, IVR, voice broadcasting, VoIP,
and business numbers.
For more information, call us at
+1-800-346-4974
or visit:
www.callcenterhosting.com

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