Analyst firm for the contact center industry, ContactBabel (News - Alert), recently released its latest research on cloud-based contact centers in a report titled "The Inner Circle Guide to Cloud-Based Contact Center Solutions." The report, sponsored by Enghouse Interactive (News - Alert), provider of interaction management solutions, offers a comprehensive look at the many factors businesses must first consider when considering cloud solutions for their contact centers.
The report also features practical insights and advice meant to help this decision-making process.
"The Inner Circle Guide that Enghouse Interactive sponsored, gives readers information to help them decide when cloud technology makes sense for their contact centers," said ContactBabel founder, Steve Morrell. "There are many positive factors driving the uptake of cloud-based solutions, from financial to functional, operational to strategic."
While cloud-based contact centers are far from new, they've become more of a hot topic of late as cloud technology has matured and companies begin considering alternatives to the traditional contact center approach in the face of poor economic conditions. Despite the fact that there is already a lot written about the subject of cloud-based contact centers, many companies still have questions about the topic, including ROI potential and how to best implement a cloud-based contact center. As such, this new Inner Circle Guide aims to answer these questions and address concerns.
"We were champions of the cloud-based contact center model long before anyone used 'cloud' terminology," said Alex Black (News - Alert), Enghouse Interactive CTO. “When ContactBabel took on this topic with their first Inner Circle Guide it was a natural fit for us to sponsor the report and help share it with the market."
In May, Enghouse Interaction's Intuition Enterprise call center solution was found to meet all the requirements for Microsoft Lync 2010 integration, earning it recognition as a Microsoft (News - Alert) ISV.
Earlier in the year, the company launched version 4.0 of its CallRex Workforce Management solution, meant specifically for small to medium-sized businesses.
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Edited by Brooke Neuman