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Analyst Report: Inner Circle Guide to Cloud-Based Contact Centers

A detailed and definitive view of the reality of implementing and using customer contact technologies, with a look at what the future holds.

The Inner Circle Guide to Cloud-based Contact Center Solutions (3rd edition) investigates key customer contact solutions, providing a detailed and definitive view of the reality of implementing and using these technologies, with a look at what the future holds.

The guide answers questions such as:

  1. Is it best to wait until we can move everything to the cloud, or do it bit-by-bit? Which sorts of functionality work best in the cloud?
     
  2. What guarantees should we look for from a cloud provider in terms of security and performance? How does GDPR and the huge fines threatened for data leakage alter this?
     
  3. Where do the biggest cost savings come from? How can we show that there’s a real ROI from moving to the cloud?                         
     
  4. What do most successful cloud customers have in common and what are the pitfalls to avoid?
     
  5. Our existing systems are heavily customized and we’re concerned about integration or having to give up necessary functionality. How are other companies handling this?
     
  6. What can cloud do to integrate the back office and knowledge workers elsewhere in the organization? 

Statistics within this report refer to the US industry, unless stated otherwise. 

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