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The Importance of Taking Contact Centers to the Cloud with 8x8

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July 09, 2012

The Importance of Taking Contact Centers to the Cloud with 8x8

By Allison Boccamazzo, Managing Content Producer

It’s become more than obvious that taking call centers to the cloud brings plenty of benefits unmatched by that of working with outsourced agents; cost-savings and minimizing the frequency of bad customer experiences are just a couple which come to mind.

Companies are increasingly turning to cloud call and contact centers, and the proof is in the pudding – if pudding is outstanding results and improvements, that is. Take, for example, car warranty business CarSafe, who, just a couple of weeks ago, stated the wide range of benefits achieved by making the switch to a cloud-based contact center platform. After adopting a cloud-based contact center, Chris Scholl, who is responsible for the company’s call center, immediately noticed added flexibility, scalability, ease-of-use, and significant cost-savings. Even better, transitioning did not require any severe modifications to the current system.

The article, published late last month, goes on to reveal that cloud-based call centers can save larger enterprises as much as 50 percent when compared to on-premise systems, according to market research firm Frost & Sullivan.

Still don’t believe me? Observe a second testimony to the cloud made by Line Systems (News - Alert), who announced the launch of its hosted call center solution late last month, as reflected by a spike in demand.  As LSI rose into the cloud-based call center market, its customers enjoyed benefits such as being able to manage all aspects of their call center, including queuing, queue management, call recording, advanced IVR and auto attendant, automatic dialer, and enhanced reporting capabilities.

The company strategically expanded its cloud services portfolio in light of the nearly exploding trend, where customers now ultimately gain the power to take control of and manage his or her call center operation while acquiring the data needed to better analyze trends, productivity, and resource management, according to LSI President and CEO Mike Miller.

It seems as if cloud-based contact centers are quickly taking over, but if you’re on the fence about making the switch or are simply considering it, here are some questions that may help guide you in making the right decision:

  • Do you feel trapped with your current call center?
  • Are you looking to deploy a brand new contact center from scratch?
  • Do you desire proven strategies for deploying a cloud contact center as fast as possible?
  • Are you looking to unite agents across multiple locations into one virtual call center?
  • Are you an internal or external service department manager, owner of a small- or medium-sized business, or a contact center system integrator or consultant?

If so, then it may be just the right time for you to switch to a cloud-based contact center. Don’t know where to start? Check out some reliable, simple, and efficient solutions by proven and trusted 8x8 (News - Alert) Inc., a leader in hosted VoIP who is dedicated to delivering trustworthy business solutions that are both incredibly advanced and much less expensive when compared to traditional solutions. Check out what 8x8 has to offer by clicking here.

If you’re interested in more about what 8x8 can provide in the cloud contact center, keep your eyes peeled for their upcoming webinar, “Cloud Meets Contact Center: Going from Zero to Hero in 14 Days,” where participants will find out how to deploy a cloud contact center solution in less than 14 days while yielding a positive return on investment (ROI) in as little as two to three months. The event will be taking place on Thursday, July 12 10:00 AM PT/1:00 PM ET. Presenters include Rob Townsend, Sr. Product Manager, 8x8 Virtual Contact Center, 8x8, Inc. and Josh Varela, Sales Engineer, 8x8 Inc.

Interested in signing up? Click here to register now!

8x8 Inc. is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) (News - Alert) is the world’s premier IP communications event. Visit AudioCodes (News - Alert) in booth #808. For more information on ITEXPO West 2012 click here.

Edited by Rachel Ramsey

Technology Marketing Corporation

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