3 Ways Cloud Contact Center Solutions Enable Innovation

Upstream Works

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center.

3 Ways Cloud Contact Center Solutions Benefit Agents

Upstream Works

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. Cloud makes work-from-home an ongoing option for agents.


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What Are The Benefits of Choosing Cloud Contact Center Solutions?


Thanks to the power of cloud technologies, call centers can now rely heavily on cloud contact center solutions in SaaS mode, without having to worry about infrastructure, management, and maintenance.

4 Ways Cloud-Based Contact Center Solutions Increase Flexibility

Upstream Works

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

Cloud Contact Center Solutions Continue Upward Trajectory. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success.

5 Powerful Benefits of Cloud Contact Center Solutions


The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model.

Contact Center Solutions: 12 Reasons Why An Upgrade Is A Must & Why It’s Essential For Your Success!


Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. Discover 12 Reasons why an upgrade is a must for you Contact Center software and key to your future.

6 Reasons Enterprise Organizations are Accelerating the Move to Cloud Contact Center Solutions


As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions.

Why Businesses are moving to the Cloud Contact Center Solutions in South Africa?


Successful businesses choose innovation and they invest in contact center technology that keeps up with the customer service standards. The cloud contact center is the future, and the … Why Businesses are moving to the Cloud Contact Center Solutions in South Africa? Read More » The post Why Businesses are moving to the Cloud Contact Center Solutions in South Africa?

Simplify optimizes the patient journey for scheduling medical appointments thanks to Vocalcom cloud contact center solutions


Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents.

Cloud Contact Center Solutions Improve Relationships between Business and IT

DMG Consulting

Cloud Contact Center Solutions Improve Relationships between Business and IT. The purpose of this blog post is to debunk the myth that IT resources are not needed when contact center infrastructure solutions – automatic call distributors (ACDs), dialers, interactive voice response systems (IVRs)/intelligent virtual assistants (IVAs) –move to the cloud. IT’s Role Changes When Systems Move to the Cloud.

Beter Bed Transition Agents in 24 Hours to Work-From-Home Model with Vocalcom Salesforce Edition Cloud Contact Center Solution


As retail stores close and contact center staff are no longer able to work on site, many companies must find innovative and flexible ways to meet increased customer service demand while protecting the health of their employees.

Cloud Contact Centers: 5 Considerations for IT

Upstream Works

Cloud-based platforms are becoming more prevalent in contact centers. Decisions around cloud will be technology-driven, and IT will need to consider the implications for both contact center operations and the broader organization. Cloud Flexibility.

Monthly Update: Boost Your Net Promoter Scores and Workplace Collaboration with Cisco Contact Center Solutions

Cisco - Contact Center

Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. Stereo Recording with Webex Contact Center .

Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel

NICE inContact

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. Companies like TechStyle benefit from the flexibility offered by cloud-based solutions. “You have to constantly reinforce the cloud-based solution.”

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction. The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group.

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start


For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries. Here’s a peek at what it covers: Why Move to the Cloud?

The Cloud Contact Center Land Grab Is On

DMG Consulting

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The vendors are investing in and competing to come up with the most successful approaches, be they out-of-the-box solutions, programmable platforms, or combinations of the best of both.

On-premise Vs Cloud Contact Center: How to Make the Right Choice


When an organization decides to set up its contact center, one of the most important (if not the most important) considerations is to decide whether to go for an on-premise contact center solution or a cloud-based solution. Cloud Contact Center

Building Contact Center Solutions for Modern Businesses

Noble Systems

In the 2nd part of a Q&A with CUSTOMERZONE360, Editor Erik Linask and Noble’s VP of Marketing Lee Allum discuss maximizing the value of your contact center to both your customers and your company, and how your technology stack can be a big difference-maker. “Contact center technology is shifting from reactive to proactive to improve the customer experience.” Building Contact Center Solutions for Modern Businesses.

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

NICE inContact

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. Ovum has recently completed their latest analysis of cloud contact center technology providers in its 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution.

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost


Cloud computing has been hyped in the media and in IT circles for almost a decade now. So I don’t need to cover what cloud computing is or what the benefits of cloud computing are. For all the chatter, it would be easy to assume most companies have already shifted to the cloud but Morningstar estimates that just 20% to 25% of virtualized infrastructure is running in a public cloud environment.

Google Names Edify a Chrome Enterprise Recommended Partner for Contact Center


Contact: Liz Cahill for Edify Labs. PR Contact Center Edify Press Release Cloud Contact Center contact center solution Chrome OS Chrome Enterprise Recommended GoogleLCahill@edify.cx.

On-Premise vs. Cloud Contact Center, What Are The Differences?


There are two major tech options for businesses in the contact center world: on the one hand, the cloud with software in SaaS mode. It's not just the hosting that matters in the cloud vs. on-premises debate; it's also about the nuances of how app functions and how it blends with the internal strategy. Let's break down the differences between cloud technology and on-premises solution. The post On-Premise vs. Cloud Contact Center, What Are The Differences?

How to build a cloud contact center business case


Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer.

Why You Need More Than One Cloud Platform for Your Global Cloud Contact Center

Bright Pattern

Most cloud call center solutions depend on a specific cloud infrastructure provider or a proprietary data center. The reality of working in the cloud, however, is that no business can operate on a global level when its chosen cloud platform doesn’t. cloud contact center solution hybrid cloudMany vendors rely on large providers like Microsoft and Amazon to provide a global reach.

One Window, One Screen: The New Contact Center Standard


CCaaS Cloud Contact Center Contact Center Solutions Cloud Contact Center Software contact center technology Chrome Enterprise RecommendedCalling customer service is a drag.

Edify is Chrome Enterprise Recommended


Google has just announced that Edify is a Chrome Enterprise Recommended partner, earning a spot in their list of preferred cloud contact center solutions.

CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

NICE inContact

Even as Bridgevine , a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting.

The Advantages of Chrome OS for Contact Centers


CX contact center solution Cloud Contact Center Software Edify Huddle Chrome OS Chrome Enterprise Recommended Edify Huddle CXIn the perfect scenario, there would be nothing at all between you and your customers.

What, Why and How of Cloud Contact Center


Have you thought of upgrading your contact center? Are you still stuck with on-premise contact center solution? With the rapid growth in the cloud contact center, you need the best-in-class technologies to support your businesses. An increasing number of companies are shifting from infra to cloud and why not? The post What, Why and How of Cloud Contact Center appeared first on Ameyo.

Ask a CTO: Why Contact Centers Work Best on Chromebooks


contact center solution Cloud Contact Center Software CTO contact center software Chrome OS Chrome Enterprise Recommended Google Edify Huddle CX Chromebook Ask a CTO

New Survey Reveals Shifting Cloud Contact Center Preferences


If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. The argument for cloud software is compelling by itself, but why WFM in particular?

3 Building Blocks of Omnichannel Transformation

Upstream Works

Omnichannel is a foundational piece when it comes to modernizing the contact center and adopting the technologies needed to meet today’s customer expectations. Learn more about Upstream Works omnichannel contact center solutions on the platform of your choice here.

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A Step-by-Step Guide to Search for Your Next Cloud Contact Center


It’s a daunting task to find new cloud technology for a contact center. You need to ask the right questions and gather supporting info to commit to a new cloud contact center system. . >> Download Now: 101 questions to ask on your contact center RFP.

Cloud Contact Center Made Simple – Call Routing


With all the contact center solutions out there—and all the features available—there is a LOT of terminology and jargon thrown around. So to make it easier for you, we decided to put in the work to define cloud contact center terms and ideas in a way that anyone could understand. Over the next several weeks we will be laying out definitions, examples, and images for you to expand your cloud contact center knowledge.

Steak over Sizzle When Considering Cloud Contact Center

City Communications

Investing in a cloud contact center produces all the benefits that come with any cloud solution: scalability, flexibility, cost savings, and access to world-class features. But how do you successfully migrate to a cloud contact center? Before you look at a single cloud contact center demo, take the time to document your business processes and all the ways your cloud contact center will touch your daily activities.

On-Premise vs. Cloud Contact Center: What Lies Ahead for Your Business?

CSM Magazine

Should they maintain the server on-premises and co-locate it in a datacenter, or totally relocate to the cloud? On-premise solutions necessitate large initial expenditures. The initial costs for a cloud contact center solution , on the other hand, are significantly lower.

5 Ways to Reduce Your Contact Center’s Average Time in Queue


A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. Learn how your contact center can get callers off hold and on with their day.

CXone Cloud Contact Center Software Helps Energy Company Soar

NICE inContact

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. Together, the two companies would implement a unified, scalable, omnichannel contact center solution that would provide 360-degree customer management, as well as evaluate marketing channel performance and determine which were delivering the highest ROI. The company’s move to the CXone unified CX solution is proving to be a good one.