As contact centers increasingly adopt cloud-based platforms, they are finding that they’re getting more than simply a call center solution that’s more affordable. The cloud offers multiple benefits to contact centers, including broader feature sets, flexibility with locating agents geographically and lower administration costs. One of the most coveted benefits of the cloud, however, is the easier integration these solutions offer compared to premise-based systems.
Many of today’s solutions offer cloud application programming interfaces (APIs) that use Web services technology to enable advanced software integrations with other applications and services. These cloud APIs facilitate a direct connection between the contact center and enterprise systems agents and managers need to ensure customers are supported to the best of a company’s ability. Integration with a cloud solution is a matter of hours or days rather than the months or even years premise-based contact center solutions demand.
According to cloud contact center solutions providers, this frees up a multitude of financial and human resources that can be put to better use improving the customer experience.
“With that level of cloud contact center domain expertise, you can put your current challenges behind you—the days of depleting budgets, wasting IT resources, and taking forever just trying to build integrations to access all your data assets,” according to Five9...Read More
