How will Cloud Benefit my Customer Communications?

Businesses are increasingly migrating from physical bricks and mortar-based contact centers or operations to virtual solutions built in the Cloud. However, this will not be the right choice for every business. It is vital that organizations consider all the pros and cons before they take the plunge.

Whether you require the flexibility and cost efficiencies of the Cloud, for your contact center, outbound, call handling capabilities, or for quality management, our solutions are scalable in deployment, size, complexity and integration options to ensure successful and effortless customer interactions, whatever your budget.

The Leading Global Cloud Contact Center Providers

A recent study by DMG Consulting has positioned Enghouse Interactive first globally in terms of number of Cloud Contact Center seats. With over 25 years of delivering Cloud Contact Center around the world, and with 3 out of the top 5 Telcos powered by Enghouse Interactive Cloud Contact solutions, you can rest assured that Enghouse Interactive has the right solution for you.

Benefits

  • Increased business agility and flexibility
  • Easily and quickly adjust for seasonal spikes or unexpected events
  • Pay as you go; pay only for what you use
  • Reduce risk, cost and delivery time
  • Dramatically reduce operational costs
Ashley Thomas - Consumer Care Mgr GSK Nutritional Healthcare

GSK explain why they moved their contact center operations into the Cloud.

Why Cloud?

Moving to the Cloud will not be right for every business. Take a look at some frequently asked questions about our Cloud solutions.

Analyst, Gartner, estimates that their will be US$204 billion worldwide enterprise spending on public cloud services in 2016. “Cloud contact centers can offer a compelling alternative to the traditional ‘bricks and mortar’ approach. Agents can be made available on demand as part of a pay-as-you-go service that gives unprecedented flexibility with minimal upfront investment.”

Download our Whitepaper exploring the elements of building a business case for Cloud.

Cloud means only paying for the services you need, when you need them, so you can easily adjust for seasonal spikes or unexpected events without unnecessary expense.

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Karine Palacios, Head of Global Product Management at BT, describes how Cloud benefits businesses of all sizes. BT’s Cloud Contact Center is powered by Enghouse Interactive Contact Center: Service Provider solution.

Moving to the Cloud will not be right for every business. Here are 5 factors that can shape an organization’s decision to go Cloud or premise:

  • What is the size and scale of your business and how many users do you have?
  • Do you have a high proportion of mobile customers?
  • Do agents need to access the system remotely?
  • How complex and sophisticated are your enquiries?
  • What regulations do you have to comply with?

The Cloud offers a perfect solution for homeworking, or if the unexpected happens. As the platform is network-based, it can be activated anywhere, very quickly – authorized contact center managers can add new agents or amend call-routing rules in seconds, ensuring you maintain full service in, for example, the case of extreme weather, unforeseen events, or staff not being able to get to work – making it ideal for business continuity planning.

Enghouse Interactive Cloud Solutions

The advantages are huge whether it is a rented service from a third party service provider (Public Cloud) or a platform deployed at your own premises (Private Cloud). With Enghouse Interactive you get the best of both worlds, as we offer a number of different cloud deployment options so you can choose the best model for your business.

A hybrid Cloud is a composition of at least one private and one public Cloud. For example, an organization might use a public Cloud service for new projects and new sites, but continue to maintain an in-house system for operational customer data.
The hybrid approach allows a business to take advantage of the scalability and cost-effectiveness that a public Cloud computing environment offers, without exposing mission-critical applications and data to third-party vulnerabilities.

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Helps to remove the hassle and expense of managing a system while giving you a fully featured, flexible, utility-based model that is future proofed. Through our service providers we offer global capabilities with access to flex agent numbers up and down, letting you trial new strategies at a reduced risk – and speeding up time to market.
Changes can be made immediately through powerful administration tools allowing visibility and control, connecting your customers and agents anywhere.

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If you prefer to own and manage your technology, join a growing number of organizations who are creating their own Cloud environment to serve all their distributed operations with unmatchable flexibility and scalability.
With true multi-tenancy a number of customers can reside on one single platform, making sure you have a consolidated view of your operations and the security that your mission-critical applications are in-house.

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With Enghouse Interactive Console for Cisco you have the flexibility to extend the availability in a hosted environment. The user can enjoy the same rich collaboration feature-set, whether the application resides on the customer’s premises, in the service provider’s data center, or in a combination within Cisco’s Hosted Collaboration Solution.

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As it’s in the Cloud we didn’t need to do anything internally. It was very fast to set up and the flexible commercial terms give us the business agility we require. You can move it anywhere and add or even reduce the number of agents connected – and you only pay for what you need.

Fiat Group Automobiles (FGA)