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"Contact centers: choosing between cloud and premise"

Cloud Versus Premise: A Decision Framework for Contact Center Technology

White Paper: Altivon

Competing in today's highly competitive environment requires enterprises to have an agile technology infrastructure to support customer service and to achieve the greater corporate objective of improving the customer experience.

In contact centers, choosing between cloud and premise can be confounding. We advocate a decision framework and the same fundamental decision framework for contact center technology can be used to both identify system requirements and review proposals.

This whitepaper highlights the nine fundamental decisions give by the framework that will lead to the best solution for you.  It includes:

  • Can your organization tolerate occasional contact center outages?
  • Is there a strong incentive to fund the contact center with operational budgets?
  • Is there a strong incentive for consistent maintenance costs or are occasional ‘spikes’ associated with upgrades acceptable?
  • Does your contact center see significant variability in load? Is optimizing contact center staffing levels a key challenge?

Cloud Versus Premise: A Decision Framework for Contact Center Technology
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What is

What is Cloud Computing ?

A type of internet-based computing, Cloud computing refers to delivery of computing services over the internet or "the cloud" instead of using local storage and computing. The different computing services include servers, storage, databases, networking, software, applications, and analytics. Cloud computing eliminates the need for hardware acquisition, maintenance, installation of software.

What is Cloud business ?

Cloud business consist of companies providing cloud services. Cloud business deal with software-as-a-service (SaaS), infrastructure-as-a-service (IaaS) and/or platform-as-a-service (PaaS). These services help businesses build applications and websites, store and analyze data in a scalable, cost-effective, productive, and high-performance environment. Amazon, Google, Microsoft, SalesForce.com are some of the cloud computing giants.

What is Contact Center Infrastructure ?

Contact center infrastructure is constituted by the physical and virtual resources, including software and hardware, which are necessary for the effective functioning of a call/contact center facility. For any contact center, it is vital to ensure that multiple infrastructure components are integrated properly; this includes integration of automatic call distributors, integrated voice response units, computer-telephony integration, and universal communications or universal queue management. Sin

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