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