Cloudy with a Chance of Contact Center
The word may bring frowns to people’s faces when the weatherman makes his forecast, but when it comes to business these days “cloud” is a welcome term nearly everywhere you turn. Why all the buzz about “the cloud” and what do variants like private cloud and the public cloud mean? Haven’t the concepts been around for a long time as roses of another name? They certainly have for CosmoCom who has been successfully developing and selling cloud-based contact center platforms since the nineties.
Many great ideas are ahead of their time and must wait for the world to catch on and understand their benefits – especially in business. Some organizations figure it out early and get a jump on the competition, but when it comes to the cloud it’s never too late to realize real benefits – something the market is realizing in a big way. This is especially true of cloud-based contact center which you may already know as SaaS contact center, virtual contact center, hosted contact center, contact center on-demand, etc….Get the idea?
The nice thing about the term “cloud” is that it is easier to visualize than some of the other terms, some of which may have become associated with a particular delivery method over time. For instance, many people associate the term “hosted contact center” as customer communications services acquired from an external service provider like a telecom. In cloud terms this would be referring to the public cloud. Yet a growing number of enterprises are “self-hosting” their virtual contact center and making it accessible across their distributed organization including home agents and outsourcers when appropriate. This is what is now being called “private cloud.”
Either way, it is easier to visualize all of the contact center components within an imaginary cloud with all end-points virtually connected. Yet regardless of whose cloud the technology is delivered from and how it is provisioned, benefits like fast and flexible deployment, location independence, resource pooling, universal reporting and recording, consolidation and more are sure to increase the popularity of cloud-based contact center long into the future. CosmoCom’s unified, all-IP contact center suite excels in all types of clouds.
Whether you’re an enterprise looking to improve your contact center or a service provider looking to add new services, engage us to listen to your needs and see how we can help you.