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Why Moving to the Cloud is Ideal for Your Contact Center

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November 29, 2012

Why Moving to the Cloud is Ideal for Your Contact Center

By Michelle Amodio, TMCnet Contributor

The cloud is that intangible technology that has its purpose pretty much everywhere you go, from social to business and even mobile. The benefits of the ethereal cloud, however, are quite tangible and very real, and when it comes to the contact center, the benefits equal plenty.

Customers today are understandably more tech-savvy, and paired with higher expectations, contact centers are realizing that in an effort to be the all-out customer experience hub, their contact center technologies must evolve to meet the increasing demands of their educated customer base.

This is exactly where the cloud comes in.

The primary advantage of cloud-based contact centers is that it enables companies, businesses and other organizations to reduce spending and save money by minimizing inherent IT and support costs. Migrating to a cloud-based contact center is relatively cheaper and provides all-in-one solutions that can include essential software such as IVR, IP-PBX (News - Alert), ACD, call recording and monitoring, workforce management, performance management, outbound messaging and delivery of reporting to management – all in one highly integrated fashion.

According to 8x8, deploying a customer contact center that employs cloud computing is rather simple. From designing the contact center that best fits your needs to implementation to use consideration and maintenance, the steps are easy to take.

Time and money are easily saved because, with an 8x8 (News - Alert) virtual contact center setup, access to components that are already integrated don’t require a big plan or large-scale budget. In other words, the solution is already there with the personalization up front.

Maintenance serves as the number one cost of the traditional contact center. Most managers will soon see that their yearly budgets are eaten up by this line item, however a cloud call center setup eliminates the need for maintenance, thereby putting the revenue where it belongs – back to the business.

Scalability and flexibility are two inherent advantages of cloud-based call center systems, which include the ability to add or remove agent seats as well as the ability to enable or disable certain applications or its features within mere seconds.

Many companies today are moving to cloud applications to help them respond to the rapid advances in today’s market environment while simultaneously ditching many of the high costs and hassles of maintaining complex internal systems.

The benefit of minimal hardware and software costs is a plus for companies, as well. Along with no up-front capital investment, it's clear why so many executives are looking to cloud solutions for their contact center needs.

Interested in learning more? Visit to learn more today.

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Edited by Allison Boccamazzo

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