Cloud Contact Center

Cloud IVR: Silver Lining Optional

Ive just read a blog on choosing a Cloud IVR system which, to me, sounds like advice from the 1980s. Back before VXML and web applications, IVRs were siloed technology, self-contained, often inflexible and always proprietary. I thought we’d moved on! Moved on from there to open standards, flexible solutions, that are integrated with other systems [...]

July 2nd, 2015|Cloud Contact Center, IVR|

The Cloud Isn’t for Everyone, You Know

Looking through this month's news roundup from the contact centre industry,  I was struck by a sentence on the importance of contact centre technology to brand value: "It’s all available in the cloud now, which means that small call centers can afford to offer the same quality of service as their bigger competitors." Is it true for bigger businesses? [...]

March 23rd, 2015|Cloud Contact Center|

The Cloud, at last an impartial Contact Centre operators guide

Book-turned-movie, the Hitchhiker's Guide to the Galaxy, came up with the answer to life, the universe and everything. It was the number 42. But if you've attended any Contact Centre technology events recently, you'd have encountered a different solution to all the big questions: The universal answer seems to be ... the Cloud. You Can [...]

November 19th, 2014|Cloud Contact Center|

Moving to the Cloud – Who Really Benefits?

If you've been paying any attention to events in Scotland recently, you'll have noticed two things. Firstly...Self-interest. Both YES voters and NO voters in the recent referendum wanted what was best for THEM. This is human nature of course, and we see it everywhere, both in the business drive for profit, and in the consumer's desire [...]

October 1st, 2014|Cloud Contact Center|

Cloud Contact Center Considerations

If moving to a Cloud Contact Center was easy, everyone would be doing it, right? Well, for some businesses perhaps it may not make sense. Well not yet. It’s easy to get the impression everyone is moving to the Cloud. The truth is, almost everyone is thinking about it, but most are putting off the [...]

May 22nd, 2014|Cloud Contact Center|

Contact Center Cloud Technology Briefing

Moving the Contact Center to the Cloud? Consider the Options First Hosted Contact Centers: A New Complimentary Executive Briefing Cloud based and hosted contact centers solutions are being considered by many enterprises. This briefing was written for contact center and IT leaders who want to understand the true costs, the range of business and technical [...]

November 30th, 2012|Cloud Contact Center|