Cloud technology is getting a lot of buzz right now, and everyone from the consumer to the IT administrator has probably spent a couple minutes contemplating what the cloud enables and what it actually is. While it wasn’t long ago that all your information needed to be housed in the computer you were using, the exponential development of high speed internet now allows users to access software on stored  as if were installed locally.

And while the thought that something isn’t on site may not mean much to the average consumer, relinquishing control and storing essential software off site is something much more questionable in a business setting. This is especially true in the call center space.

The switch to cloud based technology can be a daunting for any call center, and because so many still have concerns over the perceived release of control, it’s important for your call center to do its due diligence in researching a solution before incorporating it. Even with more administrators choosing hosted solutions, it’s not surprising that many fence sitters have questions about what exactly the on demand solution can offer. 

Five9 (News - Alert) is a well known player in the hosted call center space and has been one of the driving forces behind the prolific adoption of the software in recent years. The company is now making an effort to act as a guide for those still unsure about a cloud solution, and has announced an information guide for cloud-based contact centers.

The guide includes a number of resources from Five9 that will help those in power make decisions are that are properly supported by the facts. Examples of the resources are things like a white paper that dispels myths about cloud-based call center software, demonstration videos, webinars on how to launch a cloud-based contact center, and customer case studies. Seeing the positive effects that cloud call center software has had in other operations that have made the switch brings to light exactly what you stand to gain.

Ken Osborn, VP of Marketing, at Five 9 said, “The goal of the program is to provide a one-stop resource – a Cloud-Based Contact Center Information Guide – for call center managers who are considering a cloud-based contact center solution. The interactive kit provides a variety of whitepapers, pre-recorded videos, and case studies to educate call center professionals about the benefits of cloud-based contact centers and highlight the success customers have realized by moving to cloud based contact centers.”

Especially for call centers that experience seasonal peaks like tax offices, inside sales operations and technical support lines, the ability to quickly and effectively add additional agents is only one of the numerous benefits that hosted call centers can provide.

If you’re still apprehensive about making the switch, consider visiting Five 9’s guide for a more comprehensive idea of what you stand to gain with a hosted solution.

Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Jennifer Russell