After dealing with outdated systems that no longer meet current customer expectations and business demands, 62% of today’s customer service centers have plans to move to the cloud within the next 18 months. However, migrating to the cloud is not as simple as flipping a switch, especially if an enterprise has already invested in an on-premise telephony infrastructure. Whether an enterprise is simply in need of basic functionality or is ready to take the leap to a fully hosted cloud contact center platform, here are a few deployment options to consider:
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Topics:
customer service,
cloud security,
call center,
cloud based solution,
cloud customer support,
remote agents,
cloud call center,
cloud,
customer service team,
cloud call center solution,
telephony CRM integration,
voice platform
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
Software continues to evolve every day, harnessing human creativity and technological innovation in a process that adapts to an ever changing environment. But as with all types of evolution, this process is not without its hiccups. This is specifically true when it comes to contact center software. Any flaws in a system’s development can have a direct impact on the success of that business. That being said, software upgrades are not a bad thing. Upgrades fix bugs, enhance existing tools, and add new ones, but upgrades can also be a double edged sword. How many times have you upgraded your smart-phone software and had problems? You may be happy with the overall upgrade, but some things don’t measure up. The same concept applies to contact center software.
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Topics:
cloud security,
cloud based contact center,
contact center software,
cloud call center,
scalability,
no centralized server
With the growing number of machine-to machine devices being used by people as well as an increase in the amount of information being shared through the web and cloud, some have grown concerned about the protection of this information. Everyday there are many people attempting to hack into different systems to access information, so companies need to make sure their bases are covered in order for their customers have faith in them.
The Cloud Security Alliance, also known as CSA, is a nonprofit organization that aims to promote best practices for security assurance within the cloud. They also exist to educate people on the uses of cloud computing. CSA recently announced its newest project, Software Defined Perimeter Initiative (SDP). SDP will allow for the creation of networks that are extremely resistant to attacks by using end-to-end network IP addresses. According to Saroj Kar from Cloud Times, this is necessary due to the growing number of machine-to-machine devices, which increase risk at these endpoints. Kar explains that the most important way to decrease this risk is to require people to undergo strict authentication procedures before accessing any information through these devices. SDP will ensure that both the providers and the customers are secure against attacks at any point through the system.
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Topics:
cloud security,
VTAG,
cloud based contact center,
cloud based,
call center,
call center software,
cloud based call center,
redundant systems
As technology has developed and become more advanced, security issues have become more prevalent year after year. Communities of hackers have generated to uncover issues with software that even the creators are not aware of. This is something that not only makes the customers uneasy, but also the companies involved in these security breaches. Often times, companies hear of these issues after much damage has been done; it is too late to fix what has occurred. A secure network/database is vital to the success of a business. It gives not only the business peace of mind, but also the customers in knowing that their information is secure.
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Topics:
customer service,
cloud security,
VTAG,
cloud based contact center,
fully redundant software