Call Center Scheduling Featured Article
Cloud Computing Delivers Benefit to Call Center Scheduling
In the realm of call center scheduling, is there really any correlation between this software platform and the cloud? There is if you want to make the most of your call center operations and reduce your overall cost of doing business.
This concept was the main focus in a recent Monet Software blog as the cloud-based model relies on a completely new multi-tenant architecture designed to efficiently and securely deliver Web-based applications at a cost that is considerably lower than traditional call center scheduling platforms.
The cloud also allows for fast set up, low operating costs as a result of shared services, the highest possible security for Web-based deployment, and high performance, flexibility and scalability due to instant and seamless scaling. This approach to call center scheduling ensures that the available computing capacity is only what you need, when you need it and delivered at the lowest possible cost.
When call center scheduling is conducted through the cloud-based approach, the cloud provider manages the IT infrastructure and costs are lowered as a result of avoiding IT participation for hardware and software issues. The hidden costs that tend to occur include upgrades, hardware replacements, IT operation resources and other premise-based options.
Web-based call center scheduling can also be easier to use. In fact, this is one of the stronger selling points for this platform. This approach also helps to deliver a focus on the adoption of workforce management software within the call center organization.
When considering workforce management (WFM) solutions, it is important to keep in mind that vendors who offer on-premise solutions often offer the same model in a cloud-based platform. The call center scheduling capabilities are offered on a hosted client server as an application that resides at the site of the vendor.
This approach to call center scheduling software sometimes leads to an application that may not have been originally designed to be hosted and delivered. Instead, with a few changes, it is sent over the Web with a single and dedicated server. This less-than-optimal approach to cloud-based solutions can be more costly and less scalable and may require additional releases. Plus, multi-tenancy is lacking in the architecture and separate servers and installations are required for each customer.
With so much headache associated with this approach to moving to the cloud, it is better to leverage call center scheduling and WFM solutions that were designed to operate in a hosted environment.
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Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Jennifer Russell