The cloud is simply a delivery model for information technology services. Instead of installing and maintaining software, data and other services in-house and on-site, these services can be hosted remotely and accessed via the Internet from anywhere.
As networking technology advances, and with the increased security and reliability of the Internet in recent years, more and more enterprises have begun to migrate their contact center solutions to the cloud. By simply using a web browser or other client interface, contact center agents can access powerful and secure web-based tools and applications as if they were installed locally on their desktop computers.
Enterprises that move their contact center solutions to the cloud earn a significant advantage over their competitors.
A cloud-based contact center offers increased business agility, enhanced business continuity options, efficient scalability, and, most importantly, substantial cost savings – all while retaining the full suite of powerful contact center application features you expect, including automatic call distribution (ACD), interactive voice response (IVR), reporting, provision, workforce optimization, and more.
The entire physical and digital infrastructure is hosted and maintained off-site by a third party provider.
Instead of spending large sums of money on product acquisition, installation, upgrade and maintenance, cloud-based contact centers have low monthly operational expenses that can be quickly and predictably adjusted to match customer activity. So, if business demands change, enterprises can rapidly adapt to meet new customer expectations without wasting company resources. Moreover, if software capabilities change, they can be implemented immediately. This leads to a lower Total Cost of Ownership (TCO) and frees up IT staff to be deployed to other critical areas.