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What's the Cloud and Where is it? Many Call Centers Still Require a Basic Tutorial


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December 10, 2012

What's the Cloud and Where is it? Many Call Centers Still Require a Basic Tutorial

By Tracey E. Schelmetic, TMCnet Contributor

Many call centers today are finding cost savings and flexibility by putting some or even all of their call center processes into the cloud. The advantages of this model over a premise-based equipment model include eliminating up-front capital investments (call centers using cloud solutions pay for what they need on a monthly basis); the ability to scale to needed capacity, up or down, depending on cyclical business volume; the ability to use remote or home-based agents to staff the call center and fill in any gaps; and remote management for IT staff or managers.

The call center industry has adapted quickly to cloud-based technologies, and in doing so, have left some call center personnel mystified. The volumes of information available about cloud-based solutions can be confusing, and not all cloud-based call center processes are created equal. The high number of variables has left many call centers in a dilemma: which solutions are right, and which will provide the greatest benefits and returns? How does this relate to a mobile strategy, which is important to today’s contact center? How can we ensure that this cloud strategy will benefit our customers as well as our own operations?

If you’re confused, you’re not alone, and the RCCSP, a contact center and IT industry support alliance, may have a solution in the form of a new cloud computing tutorial that will cover the unique questions of call center organizations.

The tutorial will answer not only basic questions, but also offer interactive case studies to demonstrate cloud computing concepts and applications. Participants can enhance their knowledge about the basic concepts of virtualization and also learn about cloud computing applications. Attendees will learn about the architecture, design and deployment of cloud computing platforms.

Specifically, attendees will learn the following:

  • Cloud computing basics
  • Cloud computing platforms and applications
  • Cloud computing architecture
  • Cloud computing security and privacy issues
  • Benefits and risks of cloud computing
  • Cloud computing resources
  • Cloud computing providers and the product and services they offer
  • Building business case for going to the cloud
  • Building a cloud network
  • Virtualization architecture
  • Products used to implement the virtualization architecture
  • Cloud computing standards and best practices
  • Using mobile devices in the cloud

For more information or to register, visit the RCCSP’s Web site here.

Want to learn more about cloud computing solutions geared specifically towards small to medium-sized businesses?  Don’t miss the Cloud4SMB Expo, collocated with ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at Cloud4SMB Expo. Follow us on Twitter.

Edited by Brooke Neuman

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