Friday, August 30, 2013

Hybrid Contact Centers, Cloud, The New Normal

"The arguments in favor of moving to the cloud are pervasive in almost every industry: quicker deployment, more flexibility, easier upgrades, accessible support, innovation, and more. The contact center industry is moving - perhaps more slowly than other industries - to the cloud, though legacy infrastructure vendors still work hard to convince decision makers to upgrade to the latest on-premise solution. Of course, contact centers need stability and predictability - but on-premise isn't the only option for that now. The belief that an on-premise offering is the best or only solution doesn't - or shouldn't - hold water for contact centers anymore." (source infra)

Hybrid Contact Centers – The New Normal | SYS-CON MEDIA: "...Today's contact center looks quite different than it did even 18 months ago. Locking into a proprietary environment may make sense for some companies. Transitioning the contact center into the cloud, though, has quickly become the new normal. Contact center customers expect instant access to information and almost immediate problem resolution via a growing number of channels: text, web, phone, chat, and whatever new communications tool is sure to emerge. Contact center leaders need an efficient way to attain technology updates and ensure the best service is given. These dynamic businesses are the backbone of the world's customer-centric companies...."

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