The Rise of the Cloud Contact Centre – White Paper

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