The modern contact center has a multitude of applications supporting it, with hardware, middleware and networking equipment around and inside it. The traditional method of deploying these resources has been on a CPE basis, with the business's IT resource implementing and maintaining it.
Now, most of this equipment, functionality and supporting resources are available in a third-party hosted environment, through one of the various types of cloud-based delivery. The recent requirement for mass homeworking has further strengthened the hand of those who say that the argument for cloud has been won.
This report answers the following questions:
- Cloud: What Is It and Who’s Using It?
- Your on-premise technology works well: why should you consider uprooting it to moving to the cloud?
- How do you prove ROI?
- Is there anything that successful cloud-based contact center projects have in common?
- What are the pitfalls?
- How do you ensure that cloud solutions are secure and GDPR-compliant?
- How do you overcome concerns about customization and integration as the biggest inhibitors to cloud adoption?