First of all, what do we mean by Cloud?

The ‘cloud’, essentially is the central point for all outbound and inbound communication that is made through voice, SMS, social media and the web. It can be accessed from literally anywhere from, your home desktop to your mobile phone.

It is now the talk of the town where companies are offering faster deployment times, scalability and lower costs. There are a number of variants of cloud which are seeing a number of disrupters hitting the market place.

Contact Centres as a Service (CCaaS)

A framework for contact centre infrastructure management that combines the principles of contact centre hosting and cloud-based contact centre infrastructure. Providers maintain and develop software which allows contact centres to focus on using service and provide better customer experiences.

Communications Platform as a Service (CPaaS)

This is a technological trend that leverages the cloud to provide discrete communication services (voice, video, messaging, collaboration, etc.) that can be embedded into applications, websites and workflows, providing highly integrated communication tools that enable real-time collaboration.

Here are a few examples of why the cloud contact centre is bringing customers a real benefit:

• Quick to deploy with products continually refreshed at no cost to the customer

• The abundancy of APIs using common development languages

• Business self-service, full audit trails and immediate rollbacks

• Usage-based pricing with no significant upfront costs

• Reduce financial and contractual commitment

If you require more information about cloud-based solutions, phone us today on 0808 117 0353