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Cloud Contact Center


Cloud Contact Center
 

The Pros & Cons of Cloud Contact Center: a Practical Advice


By Cloud Contact Center at 2016-06-30 06:13:45
Perhaps you are thinking about moving your contact center to the cloud. If you are then it is important to allot some of your time reading about the various pros and cons of using a cloud contact center. This is quite important on your part so that you’ll know in the end whether or not this kind of business solution is something good and appropriate for the operation of your current business.

The Pros

Pros are things that prove to be very beneficial for a particular business. Below is a list of pros that you can be assured of when you move your business’ contact center to the cloud:

# Hosted contact centers are great for distributed organizations and those who prefer home-based working

# Channels are converged easily, allowing you to have the ability to cater to your customer’s expectations

# Gives you the permission to access rich features which are usually associated with large global organizations

# Allows you to use sophisticated technology without spending a fortune

# You are expected to pay for what you have used

# Scalable and flexible

# Software used is implemented, maintained and managed by telecommunication professionals and experts

# Offers a virtual telephone system instead of routing calls

# It provides instant reroutes and call queuing

# All the hardware is housed by the contact center provider’s reliable and secure data center

# Has an easy user-interface

# Enhances and improves customer service output

# Relevant application and development releases are rolled out to the cloud

# Can be quickly integrated without disrupting your business

The Cons

Albeit the pros that come with cloud-based contact centers, there are also cons or otherwise known as the downsides or disadvantages using such kind of contact center:

# Lacking for certainty for any business as cloud-based contact center hasn’t been around for long

# This has not established the ‘trust’ factor to different industries yet

# Security is not within your control because you always have to rely on the provider

# You are obliged to implement networks that are high-performance and capable of handling data-hungry software and applications

So, there you have known the pros and cons of using a cloud contact center in a business. After learning about these very important details and information, you can now get in the way to decide whether you should move your contact center to cloud or not.

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