Hosted Contact Center Featured Article

Cloud Contact Center Myths and Truths Exposed

August 28, 2014

By Michelle Amodio,
TMCnet Contributor

Cloud communications isn’t just another buzz tech word used in the industry. Cloud communications is a real thing, not just a catchphrase, which has helped a lot of organizations when it comes to using data and keeping costs down. Even though it’s kind of the “thing” right now, it’s still a rather new concept, especially for those in the contact center space. Much like anything new “in” technology, the rumor mill has run the gamut with facts and myths surrounding cloud usage, but at the end of the day, it all comes down to reality versus untruths. What’s real and what isn’t?

Hosted contact center provider Five9 (News - Alert) expanded upon some of the common myths in an eBook, which has been made available to the public as a download. But before touching upon the fiction that is the myths of the contact center, why is heading towards the cloud a good thing?

Customers today are understandably more tech-savvy, and paired with higher expectations, contact centers are realizing that in an effort to be the all-out customer experience hub, their contact center technologies must evolve to meet the increasing demands of their educated customer base.

This is exactly where the cloud comes in.

The primary advantage of cloud-based contact centers is that it enables companies, businesses and other organizations to reduce spending and save money by minimizing inherent IT and support costs.

Scalability and flexibility are two inherent advantages of cloud-based call center systems, which include the ability to add or remove agent seats as well as the ability to enable or disable certain applications or its features within mere seconds.

Many companies today are moving to cloud applications to help them respond to the rapid advances in today’s market environment while simultaneously ditching many of the high costs and hassles of maintaining complex internal systems.

The benefit of minimal hardware and software costs is a plus for companies, as well. Along with no up-front capital investment, it's clear why so many executives are looking to cloud solutions for their contact center needs.

Don’t be fooled by the myths. Read what Five9 has to say about avoiding these pitfalls in their eBook. 

Edited by Stefania Viscusi