How will Cloud Benefit my Customer Communications?

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.

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.

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.

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.

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.