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:
By: EVOLVE IP
Call centers of all sizes and types are moving their call centers to the "cloud". In fact, many industry analysts predict that over 70 percent of call centers will use a hosted platform by 2014. Call center solutions are not a new business. For decades, call center executives have increased the productivity of their staff and ensured the call 'gets answered' with widely-supported, fully featured, equipment and software, such as phone systems, ACDs, reporting solutions, workforce management platforms and recording devices. When evaluating a new call center solution, agents and, more importantly, front-line supervisors are rightly focused on features that make their jobs easier or their time more efficient. However, the feature differences between most modern call center solutions are not significant. What is most important is if the solution can reliably route a call to the appropriate person, and the business can report on the activity to make staffing decisions. Business and customer service executives, are moving to the cloud not because of features, but for the inherent benefits of a cloud-based solution.
Business Continuity and Disaster Recovery were the most commonly cited reasons (60%) for having adopted Cloud-based solutions for backup and recovery. Enterprises acknowledge that cloud backups and recovery are required to maintain business operations and business continuity. The ability to recover data, when needed, in a cost effective manner was widely cited as one of the main criteria used to select a particular Cloud service. This whitepaper takes a look at both the advantages for those who have transitioned to cloud solutions and drawbacks for those who haven’t. Key takeaways from this whitepaper: Characteristics of today’s retention landscape Business Continuity, not simply Data Recovery, is the actual requirement Are Cloud-based backup & recovery solutions being used to address these needs? Benefits of using the cloud for backup, recovery and business continuity Criteria used to select Cloud solutions Hindrances to adoption of Cloud-based solutions for backup and recovery
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