Why Read This
Contact center applications that manage real-time interactions have been available as a hosted or cloud service for more than 20 years. Initially, the term used was Centrex ACD, and the technology and terminology have gone through numerous iterations in the ensuing period. Yet this deployment option has experienced limited uptake by application development and delivery professionals who manage this technology for their enterprise. This report compares and contrasts the general uptake of cloud computing versus cloud-based contact center applications that manage real-time interactions. This research identifies what elements cause leaders to now consider cloud an option, lists factors critical to success, and helps application development and delivery professionals assess their options and choices.
Tags: Call & Contact Center Outsourcing, Cloud Computing, Contact Center Technologies & Processes, Infrastructure Architectures, IT Infrastructure & Operations, IT Services, IT Spending Forecasts, Networking, Outsourcing, Tech Sector Economics, Technology, Technology Adoption Data