Developing contact centres "the old way" (on-premise hardware and software) was complex, expensive, and very time-consuming. Moving your contact centre to the cloud changes everything—now, you can just say "no" to all the challenges of doing it the old way.
Say goodbye to:
The cloud, or cloud computing, entails network access (usually over the Internet) to a pool of distributed services or resources such as servers, storage and applications. With the cloud, little management is needed and resources can be dynamically reallocated amongst devices in the network, achieving greater efficiency through economies of scale. Well-established examples of distributed resources can be found in the U.S. electrical grid and the PSTN, or Public Switched Telephone Network (the global circuit-based telephone network).
One contemporary example is a Google Doc. These are documents that can be accessed by two or more people at the same time and never need to be forwarded through e-mail or messaging service. Google Docs help to keep data current, available from anywhere on any device, and secure, as do the many other cloud service offerings.
Cloud computing principles have been in wide use in the contact centre industry for decades, with the PSTN and mainframes, and later with ASPs (Application Service Providers). In recent years, as cloud solutions gain favor for driving greater efficiency and business flexibility, the industry has started to transition from on-premise to cloud applications for managing contact centre operations.