What is Cloud Computing for Call Centers?
Cloud computing for call centers extends cloud computing to Software-as-a-service, or hosted, on-demand call centers by providing application programming interfaces (APIs) on the call center cloud computing platform that allow call center functionality to be integrated with cloud-based customer relationship management (CRM) and leads management applications, such as Salesforce.com and Leads360.
The APIs typically provide programmatic access to two key groups of features in the call center platform:
Computer Telephony Integration (CTI) APIs provide developers with access to basic telephony controls and sophisticated call handling on the call center platform from a separate application.
Configuration APIs provide programmatic control of administrative functions of the call center platform which are typically accessed by a human administrator through a Graphical User Interface (GUI).
