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Learning to Make the Most out of a Cloud-based Contact Center Solution
Unless you’ve been living on a desert island, you’ll know that the cloud is a hot topic for call centers. Many organizations, large and small, have found high value from switching to a cloud-based call center platforms. The reason is this model can save contact centers money (little upfront investment is required), allow them to scale up or down according to needs, make disaster recovery decisions (shutting down one call center in the event of an emergency and switching calls to another location), allow employers flexibility with hiring by allowing for home agent working, and allow managers access to their jobs remotely.
The cloud-based model also allows small to mid-sized companies access to features that were formerly available only to large contact centers: features such as hosted IVR, skills-based routing, call recording and analytics and many other technologies.
Done properly, a cloud-based contact center solution can help companies both small, large and in between accomplish a number of things that would have been difficult, if not impossible, before. These include enhance customers’ experience with chat and social media; providing personalized customer experiences; matching customers to the most skilled agents available; leveraging screen and audio recording to optimize contact center efficiencies; identifying which agents and skills enrich the contact center; creating immediate scale and agility in operations; attaining high levels of security and lower costs overall while achieving a positive return on investment.
Many companies may still be on the fence, however, unsure of how to proceed. Even if there’s interest, a call center may not know where to begin in determining its needs, choosing features or picking a vendor. Some contact centers may already have cloud-based solutions installed, but they are unsure how to make the most out of it.
On Tuesday, September 25, Concentric (News - Alert) Cloud Solutions and LiveOps will be hosting a live Web event designed to answer many of these issues. Attendees will learn how to get the most out of a cloud-based contact center solution, achieving better service levels and savings across the board while minimizing the few drawbacks of a cloud-based solution. The event is schedule to take place at 2:00 pm EST/11:00 am Pacific time. Speakers will include Brian Cline, Product Manager for Cloud Voice for Concentric Cloud Solutions; and Sanjay Mathur, SVP of Product Management for LiveOps (News - Alert).
For more information or to register, click here.
Want to learn more about cloud communications? Then be sure to attend Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. Stay in touch with everything happening at Cloud Communications Expo. Follow us on Twitter.
Edited by Brooke Neuman