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What is Cloud Call Center Software?

Cloud call center software is designed to manage remote sales and support conversations efficiently. It fosters better agent productivity and improves customer experience with automation and detailed call analytics. With this solution, businesses can automate the entire call flow and reduce ticket resolution time. Features like auto call answer, sticky agent, call routing and recording, etc., ensure better call pickup rates and sales.

Features of Fonada’s Cloud Contact Center Solutions

Experience the power of cloud technology in your call center with our innovative cloud call center solutions.

Multi-level IVR

Ensure every call is routed to the correct department and agent with multi-level IVR support.

Call Control

During the client’s wait time, mute, hold, warm transfer, queue call back, and voicemail calls.

Calls Answer Rate

Respond to unlimited incoming and outgoing calls simultaneously, boosting agent efficiency with Fonada’s cloud based contact center solutions.

Sticky Agent Concept

Redirect repeat calls to the same agents to improve customer service.

Call Recordings

Track and monitor the agent's performance with a call recording feature. This helps you Understand customer behaviour and make an informed decision.

Auto Dialer

Streamline your calling process with in-app autodialer support. With this, say no to manual dialing and unleash higher agent productivity.


Automated Calls & SMS

Track marketing ROI, confirm COD orders and collect customer feedback with automated calls and SMSes.

Call Analytics

Access detailed analytics on the performance of your ongoing campaigns and monitor results to make better decisions.

What Are the Types of Cloud Contact Center Solution for Businesses?


Inbound Contact Center Solutions

Cloud call center architecture is designed to handle incoming calls, emails, chats, and other types of customer interactions efficiently. These contact centers are enriched with the features like call routing, interactive voice response (IVR), queue management, and reporting.


Outbound Contact Center Solutions

Businesses use contact center solutions to handle outgoing calls and messages, such as telemarketing, appointment reminders, and customer surveys.


Blended Contact Center Solutions

Blended contact solutions combine the functionality of both inbound and outbound contact centers. These call center solutions help businesses to handle both types of interactions smoothly.


Omnichannel Contact Center Solutions

These solutions support multiple communication channels such as voice, email, chat, social media, and messaging apps


Virtual Contact Center Solutions

These Virtual Call Center solutions help businesses function remotely and enable their customers to connect with them from anywhere with an internet connection. These call centers are enriched with the features like softphones, virtual desktops, and collaboration tools.

How Does a Cloud-based Contact Center Solutions Work?

Cloud call center software works as a centralized hub and operates over the Internet. It allows virtual or remote contact center agents to handle all inbound and outbound customer interactions across various channels, such as call, web, email, chat, Facebook, WhatsApp, and more.

There are various ways in which a call center cloud services usually operate:


Integration of Various Communications Channels

Agents can seamlessly communicate with clients through multiple modes by integrating omnichannel into a unified system.

Offers Advanced Call-routing

Provide call routing to ensure customers and clients can speak to a qualified agent without any hurdles.

Agent Management

Cloud call center solutions effectively handle agents through advanced tools such as digital interaction recording & analytics, quality management, performance management, gamification, and other related techniques.

Streamline with Automation

Utilize AI, analytics, business intelligence, and real-time reporting capabilities to make informed decisions based on available data.

Easy Access to User-friendly Dashboards

Supervisors can access and analyze data, including call waiting time, average call duration, and agent idle time, through the dashboard to optimize contact centers.

Use Cases of Fonada’s Cloud Contact Center Solutions


Customer Service

With the help of cloud call centers, businesses can manage customer queries across multiple channels, including phone, email, chat, and social media. This enables businesses to provide a seamless customer experience and resolve issues efficiently.


Sales and Marketing

Cloud contact centers play a critical role in sales and marketing. With the help of these solutions, businesses can manage outbound sales and marketing campaigns, such as lead generation, appointment scheduling, and product promotions.


Technical Support

Businesses use cloud call center solutions to provide technical support to customers, such as troubleshooting software issues, resolving hardware problems, and answering product-related questions. This enables businesses to provide a high level of customer support and reduce the time and cost associated with technical support.



Cloud call centers can be used to manage collections activities, such as payment reminders, debt collection, and payment arrangements.


Appointment Setting

Appointment-setting activities such as scheduling appointments, confirming appointments, and rescheduling appointments can be easily managed through cloud contact centers.

Benefits of Cloud Contact Center Solution

Increase Productivity

Advanced contact center solutions save bandwidth, resources, and costs while improving customer engagement.

Easy Setup and Activation

With a convenient plug-and-play solution, link your CRM software for quick access.

Agent's Performance Insights

Record agent-customer conversations to assess agent performance.

Minimal Investment

Cost-effective call management without infrastructure.

Boost Caller Experience

Personalize regional greetings, hold music, and agent routing to improve caller experience.

Be Omnipresent

Forward business calls to agents’ mobiles and landlines from anywhere.

Why Does Your Organisation Need Cloud Contact Center Software?

Faster Deployment of Omnichannel Customer Engagement

By facilitating omnichannel customer engagement that connects all customer touchpoints, cloud contact center software enables businesses to transition smoothly.

Remote Work Readiness

Allow your agents to work remotely from their preferred location. Calls can be directed to their mobile phones or landlines, which can reduce the overall operating costs of the contact center.

Contact Center Modernization

With a suitable contact center infrastructure, you can establish a strong foundation for attaining exceptional customer experiences and benefit from enhanced business processes in the long run.

Why Choose Fonada for Cloud Contact Center Solutions?


Fonada's cloud contact center solutions are designed to be scalable, allowing businesses to easily scale up or down to meet their changing customer service needs.


Our cloud contact center solutions are highly flexible, enabling businesses to customize their operations to meet their unique needs.


End-to-end encryption, multi-factor authentication, and regular security audits make Fonada’s contact center services unique and reliable.

Analytics and Reporting

Fonada's cloud contact center solutions are enriched with advanced analytics and reporting capabilities, allowing businesses to gain insights into their customer service operations and make data-driven decisions.

Trackable SMS

Gain access to track and monitor the delivery of every message.


Automatically schedule SMS for delivery to customers.

Frequently Asked Questions

What are Cloud Call Center?

Cloud call center  are designed to help businesses streamline and manage customer interactions using cloud computing technology. With this, businesses can efficiently handle incoming and outgoing calls through email, live chat, social media, and more. If you are running a business and looking to enhance customer interactions, consider switching to cloud telephony solutions. To know more, feel free to Contact us for any further queries and get suitable call center solutions tailored to your specific needs.

How Does a Cloud Based Call Center Work?

Cloud call centers use web-based cloud telephony to manage customer interactions through phone, chat, or email, enabling businesses to reach their audience on preferred channels. Talk to our experts to set up a feature-enriched cloud call center for your business to refine customer service, increase efficiency and productivity for desired results.

What Are the Features of Call Center Solutions?

Cloud call center solutions are enriched with features like call routing, IVR, call monitoring, and analytics. If you are looking for the most trusted and affordable call center solution provider in India, schedule a callback from our experts to explore tailored solutions for your business needs and enhance CX.

What is Cloud Call Center Software?

Cloud call center software in India is a web-based solution that facilitates seamless customer interactions through multiple channels like phone, chat, and email. It enhances efficiency, agent productivity, and customer satisfaction in call center operations.

How Does a Call Center Solution Work?

A cloud based call center solution manages incoming and outgoing customer calls. It utilizes IVR, call routing, and agent interfaces. It helps businesses handle customer inquiries, resolve issues, and streamline communication efficiently.

How Can I Set Up a Call Center Solution for My Business?

To set up a call center solution for your business, opt for Call Center Software as a Service (CCaaS) providers. Sign up for their web-based platform to access features and tools remotely without managing complex infrastructure.

How Much Does Fonada’s Call Center Solution Cost?

For information on Fonada's call center solution cost, please fill out the Request Demo form. They will provide tailored pricing based on your business needs and requirements.

What are the benefits of cloud contact centers?

Cloud contact centers offer numerous benefits, including

  • Scalability
  • Flexibility
  • Cost Savings
  • Improved Customer Experience
  • Increased Uptime
What is an enterprise cloud call center?

An enterprise cloud call center is a cloud-based solution that supports large businesses and enterprises. It provides comprehensive features to manage inbound and outbound calls, customer interactions, and agent productivity.

Why is a cloud contact center important?

A cloud contact center is important because it offers businesses flexible, scalable, and cost-effective customer support. It enables agents to work remotely and provides features like omnichannel support &  advanced analytics to improve customer experience and operational efficiency.

How to find the best cloud based call center solutions in India?

There are several factors to consider when looking for the best cloud-based call center solutions. Here are some steps you can take to find the right solution for your business:

  • Identify your business needs
  • Research different cloud-based call center solutions
  • Consider the scalability Look for integration capabilities
  • Check for security and compliance
  • Read reviews and customer testimonials
  • Try before you buy

By following these steps, you can find the best cloud-based call center solution for your business.