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Executive Guide to Cloud-Based Contact Centers centers
all contact centers
inbound outbound or blended
whether simple
or highly sophisticated use a blend of people, process people
and technology to identify and address
customer needs and wants.
this white paper explains the purpose,
value, and benefits
of cloud-based contact centers.
Their core functional capabilities
standard architecture
and the key performance indicators required to manage them
effectively.
What you'll learn in this white paper is
cloud versus premise-based contact centers,
cloud-based contact center infrastructure,
core cloud-based context center functionality,
the expanding role of contact centers,
and top contact center key performance indicators.
Cloud versus premise-based contact centers.
this white paper highlights nineteen benefits
of a cloud-based contact center.
Here are just a few.
Conserves cash, no capital investment, and low start-up/implementation costs.
Generally has a lower total cost of ownership than a premise-based solution
Easy to scale
up or down
reduces the time and complexity
of opening additional contact center sights.
Cloud-based contact center infrastructure.
This figure provides a detailed view of contact center applications
available in the cloud.
Few cloud-based contact center
infrastructure vendors
deliver all of these capabilities as part of their core offerings.
However,
end users can integrate third-party cloud-based applications
with either a premise-based
or cloud based contact center infrastructure solution.
Core cloud-based contact center functionality.
This white paper highlights 10 standard core functional components
of a cloud based contact center solution.
Here are just a few:
computer telephony integration
presence, campaign management
recording and reporting.
The expanding role of contact centers
Providing an outstanding customer experience is the top objective for many
companies in the united states and increasingly around the world.
But contact centers are positioned to do so much more.
Some of the other roles of the contact center are:
converting service organizations into revenue generators,
playing an active role in customer retention,
and playing an active role in ensuring
the organization sees a return on investment.
Top contact center key performance indicators.
This figure provides a list of the KPI's most commonly
used to measure contact center performance and their relative importance.
The data in this figure comes from a benchmark study
where contact centers around the world were asked to list the KPI's
that they were using to manage and measure their contact center's performance.
Download the white paper.
Executive Guide to Cloud-Based Contact Centers.
You'll find this white paper on ConnectFirst.com person