By facilitating integration with hosted applications, cloud computing has permanently changed what you can expect from a contact center, and in turn, has changed what customers can expect in terms of sales, support, and service. Hosted offerings have enabled businesses to access a wide range of technologies over the Internet, without going through the costly processes of licensing software, purchasing hardware, building infrastructure, and dedicating internal resources to maintain and upgrade their technologies. In turn, companies can focus on their customers and improving business processes instead of maintaining complex call center infrastructure.
Cloud computing promises to move several industries toward becoming better, faster, and cheaper, but it will do the most good in areas where companies are shackled to expensive hardware and software that are confined to a physical location. The old call center exists in this kind of environment. Those that have made the leap into a hosted call center, however, have found they are not only freeing up budget and technology staff for better uses, but they are also freeing agents who can provide better service and reducing customer frustration. Since we began offering the first on-demand call center in 2000, three prominent trends that take full advantage of the flexibility of cloud-powered customer care have emerged:
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Contact-in-the-Cloud–57659.aspx
Three trends to adopt today for the cloud-enabled contact center.
By facilitating integration with hosted applications, cloud computing has permanently changed what you can expect from a contact center, and in turn, has changed what customers can expect in terms of sales, support, and service. Hosted offerings have enabled businesses to access a wide range of technologies over the Internet, without going through the costly processes of licensing software, purchasing hardware, building infrastructure, and dedicating internal resources to maintain and upgrade their technologies. In turn, companies can focus on their customers and improving business processes instead of maintaining complex call center infrastructure.
Cloud computing promises to move several industries toward becoming better, faster, and cheaper, but it will do the most good in areas where companies are shackled to expensive hardware and software that are confined to a physical location. The old call center exists in this kind of environment. Those that have made the leap into a hosted call center, however, have found they are not only freeing up budget and technology staff for better uses, but they are also freeing agents who can provide better service and reducing customer frustration. Since we began offering the first on-demand call center in 2000, three prominent trends that take full advantage of the flexibility of cloud-powered customer care have emerged:
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Contact-in-the-Cloud–57659.aspx
Three trends to adopt today for the cloud-enabled contact center.
