NEC Unveils Cloud Contact Center Solution
April 10, 2015
The cloud: What was once a virtual unknown and untrustworthy option for the enterprise has now made its way into the business vernacular. As more and more businesses, from a wide spectrum of industries chose cloud solutions ubiquity is just around the corner. One company counting on just this is NEC (News - Alert), as this week it launched its own cloud contact center solution.
“Cloud based solutions have grown at a rapid rate over the past several years for a host of reasons but foremost is that companies don’t have the resources and technical expertise to operate/maintain an on-premises solution, or want the continual expense of upgrading both hardware and applications,” said Jay Krauser, NEC’s director of business development, cloud services.
The solution provides a contact center with multi-channel Automatic Call Distribution (ACD), Interactive Voice Response (IVR), predictive outbound dialing, real-time monitoring and analytics, reporting, minimal operating expenses, rich communications, an easy to use Web-based interface for agents, quick implementation and the type of flexibility in deployment that only the cloud can provide.
Krauser noted, “There is no longer one approach or one common denominator that defines contact center companies today. These companies vary, and often are geographically dispersed, with a wide range of employee size, and number of agents. They need to scale from a small number of agents to tens of thousands. This fits perfectly to our solution: we enable location independence creating a virtual contact center where agents can be deployed anywhere - home and/or remote locations – anytime.”
The cloud allows for contact centers to customize deployment, save on cost and a medium to reach customers on the channel (s) of their choosing. The forecast is most definitely cloudy for the contact center moving forward, as adoption is rising with no end in sight.
Edited by Dominick Sorrentino
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