Latest Contact Center Best Practices

Jul 01

Pure cloud contact center technology—fad or the future?

Posted by Rachel Brink on Jul 1, 2016 9:51:47 AM
2016-cloud.jpg

Over the past several years, cloud technology has rapidly emerged as an undeniable force in the contact center space as businesses continue to demand greater versatility, enhanced business continuity, and omni-channel customer engagement. In fact, according to CCIQ’s “Executive Report on Contact Center Technology”, 13.9% of today’s contact centers reside entirely on cloud or hosted architecture, compared to just 10.3% 12 months ago. But despite continued growth, some are beginning to wonder whether a complete migration to cloud is realistic, as many businesses continue to rely on their tried-and-true on-premise systems for security and reliability. Is pure cloud just a fad, or will it be the future infrastructure for contact centers?

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Topics: cloud contact center, cloud, contact center technology, hyrbird cloud

Dec 31

Big Data is Growing Even Bigger: 3 Ways to Stay Ahead in 2016

Posted by Rachel Brink on Dec 31, 2015 8:56:30 AM

Big data is rapidly growing, and shows no signs of slowing down anytime soon. In fact, the total amount of information being captured and stored by industry doubles every 1.2 years, fueled largely by the Internet, cloud computing, and IP based communication. And by more effectively managing the large volume of data flooding their organizations, businesses will have the ability to gather greater insights about their market, customer base, and internal business operations to help drive employee productivity and business growth. But as it stands, 80 percent of analysts’ time is spent on data prep, while only 20 percent is spent looking for insights. And according to a recent Bain & Company survey, only 4% of companies say they have the right people, tools, data, and intent to draw meaningful insights from their data—which, if unchanged, will severely impact their ability to keep up in 2016.

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Topics: call center, public cloud, contact center, big data, integration, reporting, cloud