Firstcom Europe Logo

How Contact Centre technology can benefit your SME

As a small or medium-sized business, you may think of call or contact centre technology as complicated and expensive and not within your grasp. Until recently, this was the case. Businesses with large IT budgets and resources are already reaping the benefits of features that improve their customer service. Smaller businesses often do not take advantage of these solutions as they see them as costly and resource-intensive.

The cloud has transformed the way we use technology, and the good news is that this applies to contact centre solutions too. Contact Centre as a Service (CCaaS) is a model that allows companies to access the software via the Internet without on-premise hardware to buy and manage.

What is the difference between a Call Centre and a contact centre?

Customers call you in a call centre, whereas contact centre solutions mean that they can contact you through different customers service channels; email, text, chat, social media. A call centre purely focuses on incoming and outgoing calls. Contact centre agents handle customer interaction through multiple forms of digital communications. Ultimately your unique business needs will determine what needs to be included in your CCaaS solution

What are the benefits of cloud call centre solutions?

Customers don’t care how big your business is; they care about the quality of service they receive when they call in.

Cloud call centre solutions are attractive to SMEs as they have low upfront costs. They are quickly deployed, giving you the latest technology and capabilities without the need for specialist IT resources to implement them:

  • Improved scalability and flexibility. The current business climate is unpredictable. CcaaS makes it easy for you to quickly scale up to cope with sudden demand. Cloud technology means that your agents can access calls remotely; working from home or in the office.
  • Detailed analytics, performance reporting and call recording makes management and employee training so much easier.
  • Interactive Voice Response (IVR) technology can handle repetitive customer enquiries with self-service options, for example checking opening hours or tracking a delivery. IVRs can be designed to route calls to the most qualified member of staff for more effiient call resolution.
  • Reduced ongoing costs and reduced capital outlay. On-site hardware is expensive. Not only is it costly to deploy and manage, but it also quickly becomes outdated.
  • Increased customer satisfaction.
  • Built-in business continuity and disaster recovery
  • Always up-to-date and enabled for new features and upgrades
  • The perfect springboard to full blown multi-channel contact centre technology


Customer demands have changed dramatically in recent years. Convenience, personalisation, and a swift response are expected when it comes to customer service. SMEs who rely on out-of-date technology with limited features will struggle to meet these needs. By investing in a CCaaS solution you can achieve a real competitive advantage. Not only will you provide efficient customer service across multiple channels, using advanced features, but you’ll also streamline our IT by having all communications on one platform.

 The best cloud call centre solutions will offer a range of features, automatic upgrades, security and call recording features, scalability, and fast deployment to help you cope with increased demand.

Learn more about Firstcom’s cloud-based call centre solution, Universe for call centres by downloading the Product sheet