The Cost Efficiency of Cloud

Livevox

Abstract:

A significant trend in networking and telephony is set to radically alter the economics of call center
technology in favor of the buyer and lead to broader adoption of cloud contact tools in 2011.

Contact centers and telecom carriers alike are increasingly moving to IP infrastructure. Carriers such as
Verizon, Global Crossing and XO Communications have actively embraced Multi-Layer Protocol Label Switching (MPLS) as a way to transport voice and data. MPLS essentially sends voice and data along the
same secure, virtual "pipe." This improves the bottom line, because MPLS provides call centers a much
more cost efficient way to contact customers. Launching calls via MPLS is less expensive than through
the Public Switch Telephone Network and just as secure and reliable.

IP/MPLS then serves as the bridge to secure, high quality cloud application access. Combining IP/MPLS
with cloud contact technology can lead to cost efficiency up to 50% compared to traditional call center
hardware. In this way, MPLS is a game changer.

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