May 05, 2011
Webinar - Recent Webinar Discusses How to Achieve More with Cloud-Based Contact Center
By David Sims, TMCnet Contributing Editor
A webinar that just took place titled “Achieving More with All-In-One Cloud-Based Contact Centers” was presented by TMC (News - Alert), and is still available free online. Register now to access the presentation.
As you’re no doubt aware, hosted contact center platforms have advanced considerably over the last several years. They represent a higher-profit option for some customers who want to go to market quickly with a low up-front cost.
Presenting at this webinar was Corey McFadden, managing partner of Infradapt (News - Alert), a managed services and platform provider. He has over fifteen years of industry experience, and a background including experience in field-consulting, project management, IP telephony, and software development.
“Not every network is created equal,” McFadden said, “and not every service provider has the skills” you might need, noting that considerations for choosing the best provider include such considerations as where the facility is, physical security, staffing and technical standards. “When you’re looking at these folks, it’s important to consider” these things.
McFadden highlighted some of the advantages of cloud contact centers, such as limited in-house IT needs, allowing your company more of a focus on its core competencies, quicker deployments for seasonal needs and of course, the significantly lower initial investment.
Also presenting was Jim Rollins, senior business analyst of North America for Presence Technology (News - Alert). Rollins has 25 years of experience in the telecommunications and call center space, and has held several positions from technical advisor to VP of Telecommunications in multiple business verticals that include banking, scientific and contact center outsource services.
“The days of fat clients are basically gone,” Rollins said, agreeing with McFadden that hosted, cloud call centers provide the sort of advantages attractive to many smaller and medium-sized businesses, such as keeping a lower-cost in-house IT staff.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Jamie Epstein