The Rise of the Cloud Contact Centre – White Paper

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Noble Systems have released a White Paper called ‘The Rise of the Cloud Contact Centre’.

Since their inception more than 15 years ago, cloud contact centre services were primarily tailored for small-to-medium businesses, offering scaled-down features in exchange for convenience and low cost-of-entry.

Over time, new advantages to hosted services became clear: disaster recovery, integration of at-home or remote agents and future-proofing through automatic upgrades.

Despite these advantages, the function and control portfolio remained well behind available premise-based options. Today, as the early adoption phase of the hosted contact centre solution fades into the past, a new breed of cloud-based offerings are emerging that have redefined the value proposition and changed the game.

Sections of this White Paper include:

  • What Makes an Enterprise Hosted Solution?
  • Technology Background
  • Value Proposition for a True Enterprise Solution

 

Author: Megan Jones

Published On: 16th Apr 2014 - Last modified: 22nd Mar 2017
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