Cloud Contact Centre

A cloud contact centre gives your customers the freedom to contact you on any channel. They offer omnichannel support, making it easy for your internal team to handle all communication. Upgrading to a modern, digitally-focused cloud-hosted call centre means you can access your communication channels from anywhere to give your customers a warm welcome to your business.

Cloud Call Centre Solution

Think about it — cloud-hosted solutions are embedded in our everyday lives. From communication to data storage and even professional collaborations, the cloud is everywhere. For customer-focused platforms, you can take advantage of cloud technology for your call centre services, too.

Why Do You Need a Cloud-hosted Contact Centre?

Support Digital and Voice Interactions in Your Contact Centre

Legacy call centres are built around the value of meaningful phone conversations. A cloud-based call centre allows you to leverage advanced digital technology in creating valuable voice interactions.

Besides valuable interactions, cloud contact centres can capture valuable data. You can understand where your customer success metrics come from, what your team is doing right, and the areas you need to focus on. Your data and historical analytics are stored in the cloud for your review and to help you with performance tracking.

Unlimited Scalability

Cloud call centres are designed to be virtually limitless, so you will have unlimited opportunities for scaling your growth. With a dedicated customer service team, you will have the support you need to grow and deal with the increased traffic of customer demands.

This unlimited network expansion provides room for an increased number of lines and customer service channels, but without the additional cost required by physical infrastructure and equipment. Cloud call centre expansions can be deployed within minutes, providing maximum flexibility and adaptability when necessary.

Inbound, Outbound, and Blended Solutions

Cloud contact centre solutions provide a three-fold response to customer experience: inbound, outbound, and blended solutions. Inbound solutions are essential to addressing pressing concerns and product or service queries, which require intelligent routing to the right specialist for a fast, quality response. Outbound features, such as predictive dialling and CRM integrations, enable agents to interface with customers and build lasting relationships. Blended solutions enable cloud contact centre teams to share tasks and increase productivity by means of integration with workforce management systems.

Our Cloud-Based Call Centre Features

Intratel’s cloud contact centre features are:

Advanced call management

With call routing and call monitoring features you can direct calls to the right specialists and provide valuable internal feedback to improve performance.
Set business and after-work hours using customized schedules, programmed in the system to ensure that calls are quickly answered, and messages are tagged and assigned for further action.
Identify and blacklist spam callers, enabling your team to focus on actual customer concerns.
Leverage data security methods with a specialized network for handling calls and recording customer information and interactions to ensure legal compliance and data privacy.

Intuitive controls for seamless collaboration

Enable seamless collaboration among team members using call conferencing and easy-to-manage controls for adding new numbers and team members.
Leverage visibility of call centre status, including agent availability and queue lengths to develop new strategies for minimizing missed calls and improving customer satisfaction.

CRM/workflow management integration

One-click integration with existing CRM or workflow management software to improve transparency in performance tracking and increase productivity.
Track key performance indicators such as wait time, queue length, missed call rate, and customer satisfaction.
API Integration with many proprietary and common CRM systems for click-2-call functions etc.

Establish a global presence

Provide points of contact for customers all over the globe, ensuring high satisfaction and increased customer success due to wide global reach.
Connect with customers all over the world and provide necessary support without the need to set up physical local facilities.
Respond to customer queries virtually during corresponding local business hours, regardless of time zone differences, promoting a good customer experience.
Enter emerging global markets simply by promoting a virtual local presence, enabling customer interactions and satisfaction across time zones, known as the “follow-the-sun” approach to customer service.

Intratel Cloud Contact Centre

Intratel offers cloud-based call centre solutions for start-up and large-scale operations alike. By utilizing hosted PBX systems, cloud call centres allow you to provide fast and effective customer responses. You’ll be able to do so by leveraging advanced call management features, cloud-hosted collaboration, and data storage.

Trust Intratel to deliver leading hosted contact centre solutions:

Future-proof technology: leverage the scalability of the cloud and evolving network security to expand call centre operations and meet the increasingly complex demands of modern customer success.
Personalized, 100% Canadian service: get specialized support when you need it to improve the delivery of solutions that customers require.
Cloud savings: reduce operational costs and unlock generous savings. You can eliminate the need to maintain physical infrastructure and equipment. Then, you can allocate resources to portable and remotely accessible technology instead.

Areas We Serve

Intratel offers cloud-based contact centre solutions to the following Regions in Ontario, Canada.

FAQs

Cloud Contact Centre Essentials

What is a cloud contact centre?

A cloud contact centre is a customer communication system hosted online rather than on equipment inside your office. Agents sign in from any location with a stable internet connection. Call routing, queues, reporting, and recordings all run in the cloud, which is why the service is also called a cloud call centre or hosted contact centre.

How does a cloud contact centre work?

A cloud contact centre routes incoming calls through your provider’s hosted platform to whichever agent is available, using rules you set. The call reaches the agent’s desk phone or softphone over the internet. Call data, queue status, and recordings are captured centrally, so supervisors see activity in real time from anywhere.

What is the difference between a call centre and a contact centre?

A call centre primarily handles voice calls, while a contact centre manages customer interactions across several channels from one platform. Intratel’s cloud contact centre covers voice, email, and Internal IM, so an agent can follow a customer issue through to resolution without switching between disconnected systems.

What is the difference between cloud and on-premise contact centres?

A cloud contact centre runs on your provider’s infrastructure and is billed per user, while an on-premise system runs on hardware you buy, house, and maintain yourself. Businesses of every size run cloud contact centres, from small teams to large enterprises, because seats and features can be adjusted as needs change. On-premise PBX suits large businesses and call centres that want to self-host, procure and manage their own hardware, scale to hundreds or thousands of extensions, and retain call recordings long term.

Is a cloud contact centre the same as CCaaS?

Yes, CCaaS stands for Contact Centre as a Service and describes the same delivery model as a cloud contact centre. The platform is hosted by the provider and delivered over the internet on a subscription basis, so there is no equipment to purchase, install, or maintain at your location.

Features & Communications Tools

What are the benefits of a cloud contact centre?

The main benefits of a cloud contact centre are faster scaling, lower upfront infrastructure requirements, and access from any location. Specifically:

Agent seats and numbers can be configured quickly, without new hardware
Agents work from the office, from home, or across multiple sites
Call analytics and recordings are stored centrally for review and coaching
Capacity can be increased for seasonal peaks, then scaled back

What features should a cloud contact centre have?

A cloud contact centre should include intelligent call routing, customizable business hour schedules, call recording, live queue visibility, and reporting on wait times and missed calls. CRM integration and click-to-call matter for teams that log every interaction. Voicemail transcription, now standard with Intratel service, delivers messages as readable text to email.

Can a cloud contact centre integrate with a CRM?

Yes, a cloud contact centre integrates with many common and proprietary CRM platforms, often through one-click setup or API connection. Agents see customer history as the call arrives, and call activity writes back into the CRM record automatically. Click-to-call lets agents dial directly from a contact record rather than keying numbers manually.

What is a blended contact centre?

A blended contact centre lets the same agents handle both incoming and outgoing calls from one interface. When inbound volume drops, agents move to outbound work such as follow-ups and callbacks. This keeps a small team productive through the quiet parts of the day instead of leaving agents idle between calls.

Can contact centre agents work from home?

Yes, agents connect to the same cloud platform from home, from the office, or from a second location, and the contact centre operates as one team regardless of where people sit. Supervisors track agent availability and queue length in real time, and Internal IM messaging keeps a distributed team coordinated.

Pricing & Plans

How much does a cloud contact centre cost?

Cloud contact centre pricing is charged per user each month, so the total depends on how many agent seats you need and which features you add. Costs typically rise with call recording retention, advanced routing, and CRM integration. Intratel publishes current rates on the Plans and Pricing page, and a consultation will confirm what your call volumes actually require.

Can I add or remove agent seats as my team changes?

Yes, because cloud contact centre plans are billed per user, your monthly cost follows your actual seat count. Seats can be added for busy seasons, new departments, or additional locations, then reduced when demand settles. This is one of the practical differences from an on-premise system, where capacity is fixed by the hardware you purchased.

Do you need special hardware for a cloud contact centre?

No, a cloud contact centre does not require special hardware. Agents can work entirely from softphone applications on a computer or mobile device, so hardware and/or software can be arranged to suit your setup. Desk phones and headsets are available for teams that prefer them.

Setup & Support

How long does it take to set up a cloud contact centre?

Setup time for a cloud contact centre depends on how many agents you have, whether numbers need to be ported from another provider, and how complex your routing rules are. A straightforward deployment moves quickly because there is no hardware installation. Number porting is usually the step that sets the overall timeline.

How much internet speed does a cloud contact centre need?

A cloud contact centre uses roughly 25 Kb/s to 80 Kb/s per concurrent call in one direction, depending on the codec in use, so bandwidth is rarely the limiting factor for Canadian businesses. Consistency matters more than raw speed. Quality of Service (QoS) configuration prioritizes voice traffic over general data, which keeps calls clear when the office network is busy.

Is call data stored in Canada?

Yes, Intratel is a 100% Canadian business and all services, calls, and data remain within Canada. Your account is supported by a Canadian team rather than an offshore support queue, which matters for businesses that need their customer conversations and call records kept inside the country.

Where can I get cloud contact centre services near me?

Intratel provides cloud contact centre services across Canada, with our home base in Burlington and strong coverage throughout Hamilton, Oakville, Mississauga, Brampton, and Toronto. Businesses outside the Greater Toronto and Hamilton area are served on the same platform. Call 1-866-409-VoIP (8647) or request a quote at intratel.ca.