April 25, 2012
The Benefits of Moving Contact Centers to the Cloud
By Juliana Kenny
TMCnet Managing Editor
The contact center space has come a long way in recent months as contact center managers are making the move to the cloud. Bringing their legacy systems into hosted systems can seem like a daunting task for most contact center managers, but the move does not have to be costly or arduous.
On the contrary, hosted contact center solutions are easily provisioned and maintained if you look at the market and choose a provider of hosted IVR that is right for you and your business. The flexibility that comes with a hosted solution can greatly improve call center operations as real-time features and better monitoring assets are implemented.
While on-premise solutions notoriously exacerbate support and maintenance issues with costly hardware replacements, hosted solutions allow for 24/7 upkeep with nearly no lag time should outages occur. Contact center supervisors know that lost customer data ultimately means lost sales, and a more reliable system is just one feature hosted contact center systems have improved from legacy systems.
Cloud-based contact center solutions can also improve scalability, integration capabilities, they can optimize the entire center’s workforce, and improve flexibility of overall communications including VoIP or TDM.
As a provider in the hosted IVR and contact center space, USAN (News - Alert) presents a unique perspective on the notion of the cloud-based contact center. A webinar that will occur May 3 at 2 p.m. ET titled “Why Moving Your Contact Center to the Cloud is the Way to Go,” will explore just that. The advanced capabilities of hosted solutions cannot be overlooked if contact centers want to stay up-to-date on how best to design customer relationship strategies.
USAN’s Harry Miller (News - Alert) and Tad Thompson will ruminate over the advantages a cloud-based contact center provides, and will provide advice for decision makers looking to improve their customer service initiatives. Register for the webinar here.
Edited by Stefanie Mosca