A cloud contact centre solution offers features that improve the customer experience. For example, predictive call routing enables you to manage unexpectedly high call volumes. Direct overflow calls to other agents or expedite them by routing to the agent best qualified to take the call. Calls can be prioritised, so an overseas call or high-value customer is moved to the front of a queue. And queue reporting allows your supervisors and management to determine how queues are performing, monitor staffing levels, identify problems, and analyse trends historically or in real-time.