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The Right Software Is a Vital Component of a Cloud-Based Contact Center
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The Right Software Is a Vital Component of a Cloud-Based Contact Center

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November 12, 2012
By Rich Steeves
TMCnet Managing Editor


Businesses are increasingly aware of the importance of call centers. They represent an essential point of contact between companies and existing or potential customers. And, with the emergence of the cloud as a tool for agile and flexible computing and communications, more and more businesses are considering moving their contact centers into the cloud. But, as companies consider this transition, there are a number of different factors they must consider, from cost to complexity. It is important to think about the right kinds of software to implement as well.


Moving a contact center to the cloud can provide a number of benefits, from quick and easy scalability, to increased security and flexibility to a lower total cost of ownership. But the cloud is not for everyone, and not all cloud providers are created equal. Companies need to take a long, hard look at whether moving to the cloud now is the right decision. Factors like company size, capex and opex restrictions, and security and compliance concerns come into play when making these decisions. In addition, some cloud contact-center providers offer software that address many of these needs head on, though it can be a complex decision when considering the many disparate options available.

For companies that are curious about moving their contact centers to the cloud but are unsure as to how to start the evaluation process, there is good news. Next month there will be a webinar, “What to Consider When Selecting a Cloud-based Contact Center Software Provider,” that will address many of these concerns. Designed for IT and company leaders as well as contact center executives who are looking to improve their business performance, the webinar will be hosted by David Van Everen from Five9 (News - Alert), a company with vast experience in this space.

For more information on the webinar, click here.


Edited by Rachel Ramsey

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