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

Nov 06

13 Advantages of Deploying Your Contact Center in the Cloud

Posted by Rachel Brink on Nov 6, 2015 8:51:45 AM

Praised for its superior scalability, reliability, and cost savings, cloud is quickly taking shape in the contact center industry, with more than 50% of businesses actively investing in cloud contact center solutions, and 76% planning to do so within the next eighteen months (Call Center IQ survey, “Cloud Contact Center Technology: Not ‘If’ But ‘How’”). And as businesses continue utilizing cloud contact center solutions, more data highlighting its merits has unfolded, further supporting the ongoing migration.

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Topics: call center, contact center, cloud call center, cloud contact center

Dec 04

Contact Center Trends for 2015

Posted by Guillaume Seynhaeve on Dec 4, 2014 8:42:00 AM

The contact center space is changing. So what should one expect in 2015?

Continued Implementation of Self-Service: Recent studies have shown 67% ofcustomers prefer self-service over speaking to a live representative, which has its benefits when considering self-service interactions are 200-300% less expensive than those handled by a live agent. While the use of live agents is not expected to decrease, the importance and extended use of self-service is likely to be a continued theme next yar.

Growing Deployment of Cloud Infrastructures: By 2015, cloud computing spending is projected to reach 155 billion, compared to 46.4 billion in 2008. And according to DMG Consulting, cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. When compared to premise-based solutions, contact centers based in the cloud have experienced 27% reduction in annual contact center costs and a 35% improvement in uptime. Offering superior reliability, scalability, and cost-savings, cloud adoption shows no signs of slowing down anytime soon and likely to continue its successes in 2014 well into 2015 and beyond.

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Topics: customer service, cloud security, cloud based contact center, call center, multichannel contact center, contact center, contact center solution, remote agents, cloud call center, scalability, WebRTC, reliability, big data, cloud contact center, customer experience, self-service, customer relationship, at-home agents, multichannel communications, saas integrations, security, virtual agents, personalizing customer service

Oct 09

Where IoT, Fog Computing, and Contact Centers Come Together

Posted by Guillaume Seynhaeve on Oct 9, 2014 9:53:00 AM

Where does the Internet of Things, fog computing, and contact centers come together?  Read the latest interview with 3CLogic's CEO, Raj Sharma, as he explains how the evolution in IoT is changing the contact center space, as printed in Fog Computing World by Carl Ford (Making Contact with the Internet of Things Community - 10/8/2014)

When it comes to the IoT Evolution, we are facing major changes in what we share and in what is known about us.  The result is that the contact center can have access to resources and information that helps expand quality of service. I had the opportunity to interview Raj Sharma the CEO of 3CLogic who explained to me what we should see as the impact of IoT in terms of service.  What I find the most fascinating in the discussion is the focus on Fog Computing and the impact of cloud service models within the Enterprise.

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Topics: VTAG, call center, multichannel contact center, grid computing, contact center, cloud call center, scalability, reliability, edge computing, fog computing, IoT, Internet of Things, cloud contact center