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Enghouse Interactive Report Details Cloud Contact Center Adoption Strategies

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September 24, 2012

Enghouse Interactive Report Details Cloud Contact Center Adoption Strategies

By Rajani Baburajan, TMCnet Contributor

Cloud based contact centers, also known as contact center on demand, are far from a new concept, but the topic has certainly come to the forefront in the past several years due to technological advancements and the adverse economic conditions.

Contact center-on-demand solutions have gained popularity because of their ability to reduce operational costs as compared to traditional premise-based approach.

Enghouse Interactive, in association with ContactBabel (News - Alert), now offers a new research that gives organizations a comprehensive view of the many factors that businesses must consider while adopting cloud solutions for their contact center(s). It also provides them with practical insights and advice to help at every stage of the decision-making process.

Enghouse (News - Alert) Interactive provides interaction management solutions spanning structured, unstructured and self-service interactions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud.

The research, “The Inner Circle Guide to Cloud-Based Contact Center Solutions,” helps readers decide whether cloud based solutions make sense for their contact centers.

“There are many positive factors driving the uptake of cloud-based solutions, from financial to functional, operational to strategic,” says ContactBabel founder, Steve Morrell. “ Enghouse Interactive (News - Alert) is well positioned to help customers benefit from cloud based deployments with innovative multichannel contact center products for enterprises to build virtual private cloud contact centers or for service providers to create compelling contact center as a service offerings."

The comprehensive report addresses the concerns companies have on cloud-based solutions, ranging from basic terminology and ROI potential to how to practically implement them. The new guide is intended to fill in many of the gaps and help businesses as they navigate solutions in the market, the company said.

Alex Black (News - Alert), Enghouse Interactive CTO, said, “When ContactBabel took on this topic with their first Inner Circle Guide it was a natural fit for us to sponsor the report and help share it with the market. When organizations are ready to move their contact centers into the cloud, Enghouse Interactive is ready to help with a growing number of cloud-based solutions to fit a wide array of needs."

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Edited by Brooke Neuman

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