Call Center Management Featured Article
WFM Finds Home in Cloud
The cloud is certainly a transformative technology touching all points of industry. From the IoT and SD-WAN, to the c-suite and the contact center, the impact is being felt in a big way. The benefits of a cloud-based model speak volumes; let’s explore a few of them today.
For call center managers leveraging a solution like Monet’s Workforce Management, application performance is not a concern thanks to leveraging a multi-tenant and scalable architecture that addresses issues of security and efficiency. In combining a multi-tenant architecture with EC2 (Elastic Compute Cloud platform), traffic balancing and scaling occurs automatically, delivering business with available resources for when the time calls and the ability to dial them back when network demand is low.
Overall cost is reduced, as by sharing IT infrastructure a business is able to alleviate the costs associated with maintaining/replacing hardware. Any system updates or upgrades can be done so via cloud and IT teams can work toward more pressing company initiatives – adding to the bottom line in the long term.
As we know, with a cloud-based subscription service deployment is a snap. Literally, after a few clicks you are off to the races. But beyond deployment, cloud-based call center software providers like Monet deliver an intuitive, user friendly interface, which eases adoption as well as accelerating training and acceptance of the new solution.
Keeping Monet as our example, let’s touch on security. This critical component of any deployment and concern for every business venturing into the cloud is nothing to be taken lightly, which is why Monet and its partners pursue only the best in security technology to protect clients. The workforce management provider takes a multidimensional approach to security, locking down at the network, hosting facility and application levels.
Is your contact center cloud-powered? No? Now may be the time.
Edited by Maurice Nagle