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C
ontact center
operations are
moving rapidly into
the cloud, as a growing
number of businesses embrace
the flexibility and simplicity of service subscription
models. For channel partners, this presents a big op-
portunity – especially as cloud-based platforms come to
market that offer critical differentiators such as personal-
ization and contextual communications.
According to Frost and Sullivan, the cloud contact
center market is growing at almost twice the rate of
premises-based contact center systems (11.6 percent
versus 6.1 percent). And no wonder: moving a con-
tact center to the cloud has a number of benefits in
terms of flexibility. It allows customer service agents
and supervisors to be in any location and allows
companies to scale up to manage peak or seasonal
demands – a huge benefit in the retail and entertain-
ment sector, in particular. In addition, cloud-based
contact centers support business continuity and remote
agent strategies.
There’s also cost-efficiency to consider. A cloud service
solution eliminates the need to maintain premises-based
contact center infrastructure or to download thick clients
Cloud Contact Centers
Get Personal
By
Tara
Seals
Close
Contact
28
Channel
Vision
|
May - June 2015