Inner Circle Guide to Cloud Contact Centres

Guide to Cloud-Based Contact Centre Solutions

Inner Circle Guide to Cloud Contact Centres

Independent analyst report on the business drivers, technology, usage and market for cloud-based contact centre solutions

Much of the widespread acceptance of cloud-based solutions is thanks to the successful deployment of remote working contact centre agents as a reaction to the pandemic. Many call centres moved to a cloud-based environment within days and still managed to support customers as effectively.

Before then, the main driver for cloud was making Opex payments instead of Capex expenditure.  However, the disaster recovery and business continuity advantages are now clear. In fact many businesses are implementing a hybrid working modal – ideal for cloud.

Created by ContactBabel, this 2022 Guide to Cloud-Based Contact Centre Solutions covers:

  • Cloud contact centre usage by vertical market and size band in the UK
  • A detailed review of cloud-based contact centre functionality
  • Remote working, hybrid home/office working models, and security
  • The role of the cloud in PCI Compliance
  • Concerns about integrating legacy and proprietary systems
  • Cloud contact centre terminology
  • How do prove the real ROI for cloud call centres
  • Tips on trials, implementation, and timescales
  • What is a successful cloud-based contact centre implementation?
  • How to avoid cloud-based contact centre pitfalls

Guide to Cloud Contact Centre Solutions

Elevate your Contact Centre into the Cloud