Alternative contact centre architectures

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With 55 percent of those asked in a recent survey report “Cloud as a Journey: The Reality of Cloud-based Solutions” (1) stating that within the next four years they will offer Cloud or Web-based systems (higher than ever before), evidence points towards Cloud becoming the de-facto architecture for contact centres – inbound or outbound.

The days when contact centres required server racks, switches, routers, computers and PBXs are long gone. Cloud clearly provides a superior alternative architecture to an on-premise solution.

There are many business benefits to be gained – for you and your customers – if you move your contact centre solutions to the cloud.

1. Cloud computing enables a pay-as-you-go commercial model, which means your customers can avoid having to invest to cover their maximum levels of activity and you can replace sporadic CAPEX sales with guaranteed, regular monthly OPEX payments.

2. Your customers needn’t worry about integration, upgrades and maintenance, which makes your solution very attractive, and if your solution uses cloud platform-as-a-service (PaaS) components, such as for telephony (voice, fax, SMS, etc.), you also get the very same benefits.

3. Installing and integrating traditional on-premise equipment in a contact centre can take months. Cloud solutions can be ready in weeks, if not days, which means you can deliver added value faster – a win:win for you and your customers.

4. True cloud contact centres remove geography from the equation as wherever there is an internet connection and a (soft)phone, your customers can have a contact centre. That means your service or solution can be available worldwide, in markets you couldn’t hitherto reach.

5. Being able to provide the ability for users to log in from any location that provides internet and IP telephony access, means you can add parallel disaster recovery to your contact centre portfolio.

The true value in each one of those cloud benefits is the cost saving and revenue return. Whether you are looking for added business savings or to optimise your cash flow, defining a cloud strategy should be first on your list. The cloud will always put you at the cutting edge of technology.

View and download your free infographic to see how your cloud contact centre strategy compares to the latest trends in the industry, and fine tune your cloud architecture migration plans.

Note 1: ContactBabel report, commissioned by Genesys; available here.

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