Is It Time To Move Your Contact Center To The Cloud?
The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions
June 1, 2012
Why Read This Report
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.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Contact Centers Lag Cloud Adoption Trends
- It's Time To "Let Go" And Consider Your Cloud Contact Center Options
- Can Contact Center Vendors Make The Leap To The Cloud?
- Consider Your Cloud Contact Center Options
- Supplemental Material
- Related Research Documents
The Changing Face Of Product Development In The Digital Era
July 26, 2016 | Nate Fleming
Vendor Governance Becomes Critical In The Transition To A Software-Is-The-Brand World
May 14, 2014 | Charles Green
Forrsights: Business Execs Increase Direct IT Spend To Support Systems Of Engagement
May 16, 2012 | John C. McCarthy