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What is Contact Center on Demand?

TMCnews Featured Article

July 25, 2012

What is Contact Center on Demand?

By Stefanie Mosca, TMCnet Managing Editor

The concept of being able to access information, business processes and platforms “on demand” has become an increasingly prevalent trend not only in the telecommunciations industry, but in our lives in general. For example, the demand for consumers to be able to access music, TV shows or movies where they want and when they want, regardless of the time or device they are using, continues to penetrate the industry thanks to platforms that provide an archive of on demand content. And the same goes for contact centers.

Contact centers provide the direct line of communications between a business and its customer base, therefore, making the services included with that exchange increasingly important and in demand, especially as companies move toward virtual environments.

Accessing contact center services via the cloud enables companies with a scalable solution that not only allows efficiency in the contact center, but also provides organizations with a virtual environment that can be accessed anytime, anywhere without sacrificing the features the market has become accustomed to, to provide the highest level of service to its customers.

By utilizing contact center on demand services, remote agents can make calls from any location using all the features that are available on their desk phone promoting a productive work environment regardless of the place they refer to as their “office.”  

Contact center agents using on demand cloud services only require a single number and security code to access their systems and have the option of dialing in from their desk phone, soft phone or even their mobile device. This further enables companies to avoid buying software or obtaining additional licenses since the software already lives and is maintained on the provider’s server, promoting ease of use, little maintenance and additional cost savings.

For more information on the best solutions and processes to follow for promoting a balanced and efficient contact center environment, bookmark the Contact Center on Demand Community for the latest information and news driving the industry.

Edited by Stefanie Mosca

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