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What is Cloud Contact Centre?

Cloud Contact Centre is a cloud-based omni-channel platform designed specifically to help your business manage customer-facing communications across voice, chat, email, and social media. Cloud Contact Centre is built to power exceptional customer experiences: streamlining the way your support, sales, or service teams interact with your customers. 

Hosted entirely in the cloud, Cloud Contact Centre removes the need for traditional call centre hardware, giving you greater flexibility, faster deployment, and lower overheads. Intelligent features like call routing, IVR, customer journey mapping, and real-time analytics allow your team to respond faster, personalise every interaction, and keep customer satisfaction high. 

Why choose Cloud Contact Centre for your business?

Empower your contact centre teams with a seamless, integrated solution that lets them handle customer calls on a single platform, no need to switch between apps or systems. 

More power to your employees: Give your teams the modern, cloud-based tools they need to deliver excellent service, anywhere, anytime.

More power to your customers: Let customers choose how they get in touch. Whether it’s voice, chat, email, or social media, all managed through one platform.

More power to your business: Monitor performance, call volumes, and customer trends instantly, allowing for quick, informed decision-making.

  • Better customer experiences

    Connect with customers across voice, chat, email, and social media, all in one place.

  • Increased efficiency

    Streamline workflows with an easy-to-use platform and no need to switch between apps

  • Real-time insights

    Monitor performance and make smarter decisions with live data and analytics.

  • Flexible, scalable setup

    Support remote teams, scale quickly, and reduce reliance on costly on-premises systems.

    To book a demo, or for more information, call us on 0800 9155 777 or

    Get ahead. Never left behind, with KCOM and 8x8

    The 8x8 platform is a truly unified communications (UCaaS) and contact centre solution on a single, secure cloud platform. This means your business can seamlessly integrate voice, video, chat, contact centre, and team messaging all managed from one interface, with a single set of analytics and administration tools. 

    Our partnership with 8x8 gives your business an extra layer of resilience and control. Powered by KCOM’s ultra-reliable network, with 99.999% availability*, and supported by 8x8’s platform-wide 99.999% uptime SLA, your communications stay up and running when it matters most. It’s one of the highest reliability guarantees in cloud communications so your business is always connected, always confident. 

    Key Features

    Omnichannel customer engagement

    Manage customer conversations across voice, chat, email, SMS, and social media, all from a single, intuitive interface. Provide a consistent, seamless experience no matter how customers contact you.

    Intelligent call routing and IVR

    Automatically direct enquiries to the most suitable agent or department using smart routing and interactive voice response, helping reduce wait times and improve first-contact resolution.

    Real-time and historical analytics

    Track performance and customer trends with in-depth reporting tools. Gain real-time visibility into call queues, agent activity, and customer satisfaction to support better decision-making.

    Seamless integration with business tools

    Cloud Contact Centre integrates effortlessly with key platforms like Microsoft Teams, Salesforce, and Google so your agents can access customer data, collaborate, and resolve issues faster without switching between systems.

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    FAQs

    • What is Cloud Contact Centre?
      Cloud Contact Centre is a cloud-based solution that allows your business to manage customer communications across multiple channels: voice, email, live chat, social media, and more all from one central platform. It’s designed to make customer service faster, smarter, and more flexible. 
    • How is Cloud Contact Centre different from Cloud Collaboration and Communications?
      Cloud Collaboration and Communications is built for internal communication and team collaboration. Cloud Contact Centre, on the other hand, is focused on external customer interactions helping your service, support, and sales teams engage with customers across every channel. 
    • Is it secure and reliable?
      Yes. Cloud Contact Centre meets top industry standards for security and compliance, including ISO 27001, GDPR, and SOC 2. It’s hosted securely in the cloud and built on the KCOM network, with built-in redundancy, so if one system fails, another instantly takes over. That means your service stays online and your business keeps running smoothly. 
    • Will it improve how we serve our customers?
      Absolutely. Cloud Contact Centre offers intelligent call routing, omnichannel engagement, and a single view of the customer, including full interaction history. With direct integration into CRMs like Salesforce and Microsoft Dynamics, agents can see who’s calling and access key customer details before they even pick up, enabling faster responses, quicker resolutions, and a more personalised customer experience. 
    • Can it support remote or hybrid teams?
      Yes. Because it’s cloud-based, Cloud Contact Centre lets agents work from anywhere with an internet connection. Supervisors can also monitor performance and support staff in real time, no matter where they are. 
    • Will it integrate with our existing tools?
      Easily. Cloud Contact Centre integrates with platforms like Microsoft Teams, Salesforce, Google and many more. This means agents can access customer data, collaborate with colleagues, and manage tasks without jumping between systems. 
    • What kind of insights will we get?
      Cloud Contact Centre includes real-time dashboards and historical analytics covering call volumes, customer satisfaction, agent performance, and more. With AI-powered sentiment tracking, you can gauge customer mood during interactions, helping you spot trends early, and continually improve service delivery based on real insights. 
    • Is Cloud Contact Centre suitable for small and mid-sized businesses?
      Yes. Cloud Contact Centre is flexible, cost-effective, and doesn’t require large upfront investment making it ideal for SMEs as well as large enterprises. With a minimum of just 10 seats, it’s a practical choice for growing teams that need enterprise-level performance and as your business expands, 8x8 scales effortlessly with you. 
    • How quickly can we get started?
      Implementation is quick and guided by KCOM’s and 8x8’s experts. With minimal hardware requirements and intuitive setup, your contact centre can be up and running in days, not months. 
    • Can Cloud Collaboration and Communications and Cloud Contact Centre be combined on one platform?
      Yes, and that’s one of the key advantages of choosing 8x8. Their platform unifies both internal communication (Cloud Collaboration and Communications) and customer engagement (Cloud Contact Centre) in a single cloud solution. This means your employees can collaborate seamlessly while your customer-facing teams deliver consistent, high-quality service all within the same environment. 

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    KCOM takes privacy seriously. The personal data we collect, the way in which we will collect it and how we use that personal data will depend on the reason for which we have gathered it in the first place. For more information on how we will use personal data, please view our privacy notice.