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Hosted/Cloud Contact Centers

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For many small companies, it may not be economically possible to purchase and implement the traditional technological resources needed for the development of an effective call center. In these instances hosting becomes an attractive alternative. Businesses can utilize a host for on demand contact center technology. In addition to offering more flexibility, these solutions allow smaller businesses to better service their customers and vie in the market with larger competitors.


What are the key features and challenges of implementing on demand service centers as opposed to traditional solutions? Where do you start and what should you look for when seeking on demand solutions? Learn the answers to these and many more questions by reading the White papers below. Be provided with unique insights, expert advice, revealing case studies and much more valuable information from the industry leaders. Educate yourself today on hosting solutions and decide if these options fit the needs of your business!

Hosted/Cloud Contact Centers

  • Achieving 100% Uptime With A Cloud-Based Contact Center
    - Presented by 3CLogic
    This paper describes a way to achieve progressive levels of availability and reliability, nearing 100% uptime for a cloud-based contact center. In particular, a cloud based contact center that is based on 3CLogic’s innovative Virtual Telephony Application Grid (V-TAG) technology has proven to be highly successful in the field; achieving 99.999% uptime when deploying mission-critical contact center applications.  Read More...
  • Hosted Contact Center White Paper
    - Presented by Donna Fluss, DMG Consulting LLC
    Hosted contact center solutions are capturing the interest of IT and contact center managers around the world with their unique value proposition. This white paper examines the benefits of hosted contact center solutions, reviews and compares the underlying technologies and provides criteria for selecting the right solution. All organizations – carriers, outsourcers, enterprises and governments – considering either new investments or upgrades to their existing contact center infrastructure should read this paper. Hosted contact center offerings altering the market dynamic and redefining the rules for contact center investments.  Read More...
  • 10 Reasons to Consider a Cloud-Based Contact Center Solution
    - Presented by Five9
    Download the buyer’s guide and learn: • How to support the unique needs of your company, with a scalable and flexible solution that can quickly ramp up to handle changing business conditions • How to reduce capital costs with a cloud-based platform that eliminates hardware and software while delivering the latest technological innovations • How to enhance your customers’ experience with blended call center features that make sure callers get the service they need—on the first call  Read More...
  • Roadmap for Selecting a Contact Center Infrastructure Solution
    - Presented by Five9
    This whitepaper by industry analyst Donna Fluss provides a roadmap that will get you to the best option for your business, and outlines how your organization can: • Narrow your choices swiftly and intelligently, using best-practice RFI and RFP processes • Keep the selection process objective by minimizing the impact of inevitable, relationship-focused sales tactics • Accurately compare and contrast solutions using an 11-point decision matrix that distills the most important criteria • Negotiate a favorable contract with best-practice tips on key issues like implementation specifics, bandwidth, training and more.  Read More...
  • The Hidden ROI of a Cloud-based Contact Center
    - Presented by Five9
    In this concise analysis of two recent contact center executive surveys, Aberdeen Group analysts discuss how cloud-based infrastructure enables contact centers to excel in key activities including center activity reporting, agent performance feedback and more.  Read More...
  • Enhancing the Customer Experience with Caller Personalization
    - Presented by Genesys-Echopass
    The growing adoption of a more personalized approach to customer service illustrates the evolution from self- service deployed solely for cost reduction, to self-service that is intelligently blended with assisted service -- enabling organizations an opportunity to differentiate service, expand revenue generation, increase customer loyalty and reduce churn.  Read More...
  • Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers
    - Presented by inContact
    The pursuit of excellence is the driving force for every contact center, regardless of size. When customers receive excellent service, customer satisfaction and loyalty improve and contact centers are successful. However, recent economic events and the overall volatility of the telecommunications manufacturing sector are now driving centers with outdated or non-upgradeable premises-based equipment toward a critical juncture: make significant new capital expenditures or risk customer-impacting declines in performance. For these contact centers, finding an affordable contact handling and workforce optimization solution is a top business priority.  Read More...
  • Top 5 Ways to Make IVR Work for You and Your Customers
    - Presented by inContact
    Unless you’ve been living in some remote location without a phone, you’ve interacted with an Interactive Voice Response (IVR) system at one time or another. They are increasing in popularity as more and more companies are turning to self-service solutions to reduce costs and serve their customers better. But as you may have experienced yourself or with your own customers, there is a right way and a wrong way to use an IVR.  Read More...
  • Customer Support Requirements Necessitate New Strategy
    - Presented by Interactive Intelligence
    Companies need flexibility to make changes in their internal support processes to quickly respond to this market disruption. Many companies are finding that they are not capable of effectively supporting integrated cross-channel customer support. Unfortunately, these companies are often met with disconnected customer support, and decreased customer satisfaction. Read this white paper to learn how to move forward with the assurance and ease at the pace your business requires.  Read More...
  • Contact Center Security in the Cloud - Questions to Ask and Answers to Expect
    - Presented by LiveOps
    This whitepaper was created to not only educate about cloud security for the contact center but to also provide recommended security-related RFI questions. Significant input and guidance for this paper was provided by Niall Browne, current Chair of the BITS Shared Assessments Cloud Committee and Vice-Chair of the Steering Committee. Niall is also CISO & VP of Information Security at LiveOps. This whitepaper is a must-have for any decision maker investigating migration of all or part of their contact center to the cloud.  Read More...
  • Moving Your Contact Center To The True Cloud
    - Presented by LiveOps
    Cloud Security- Moving your mission-critical contact center operation to the Cloud provides significant business benefits. However, before making a decision, key requirements for a true Cloud solution must be identified and addressed. Confidence in Cloud security is a key component and yet a justifiable concern.  Read More...
  • Top 5 Myths Dispelled - Finding a True Cloud Contact Center
    - Presented by LiveOps
    Cloud Myths - The market is so filled with Cloud technology hype, how do you decipher between what is a myth and what is reality? Moving your contact center to the cloud has distinct advantages, however selecting a true cloud solution requires knowledge.  Get Informed - You need to have a clear view of what a contact center cloud solution can do for you before making this important decision.  Read More...
  • Your Guide to Hosted Contact Center Solutions
    - Presented by LiveOps
    Hosted contact center adoption is increasing at a rapid rate. These Hosted/Cloud solutions require minimal cash outlays, provide quick deployment, rapid and quantifiable return on investment, scalability and agility, ongoing investment protection and reduced maintenance burden.  Read More...
  • Cloud-Based Contact Center Infrastructure Market Report
    - Presented by NewVoiceMedia
    The contact center infrastructure market is at a significant inflection point, with the cloud infrastructure market booming and showing no signs of slowing, while the on-premise sector is struggling to hold its own. Cloud solutions may not be right for everyone, but it’s clear that they are appealing to a steadily increasing number of companies, large and small and across all segments. Businesses around the world are adopting cloud contact center solutions, but are they right for you? This report provides the guidance you need to build the business case.\  Read More...
  • Call Center Compliance in the Cloud
    - Presented by USAN
    Security and regulatory compliance continue to rank as top concerns preventing organizations from moving their systems to the cloud. To address these concerns, businesses are often advised to move only nonsensitive data to the cloud, but this limits the benefits that can be had from moving systems off premise. Dismissing the cloud due to regulatory compliance concerns presents a missed opportunity. Download this free white paper today!  Read More...
  • Strategies for Moving Your Contact Center to the Cloud
    - Presented by USAN
    This white paper will help you find your way, including three strategies and use cases for moving your contact center to the cloud: Cloud Strategy #1: Put it all in the cloud | Cloud Strategy #2: Put some of it in the cloud | Cloud Strategy #3: A fully hosted solution with some on-premise hardware  Read More...
  • What Happens When They Are Gone
    - Presented by VoltDelta
    This White Paper identifies the important characteristics of a vendor's cloud contact center support organization to help you deliver exceptional customer care. It identifies key "markers" that should cause you to probe a little more to ensure that the vendor you select will be a partner for your long term success.  Read More...