Business Case evidence for Cloud Contact Centres

Conclusion: Advisor reviews of recent business cases evaluating Cloud contact centres (CC) show that any upgrade needs to be driven by a customer service business strategy (not just a technology refresh).

Cloud delivery has become the dominant technology for any new contact Centres for two main reasons:

  1. Simplified contact centre acquisition and operation, and

  2. The new paradigm supports a wide range of current and emerging business strategies by providing relatively direct and complete integration into related enterprise systems such as CRM, ERP and eCommerce platforms which are critical for service fulfilment and creating positive customer experiences (CX).

Existing Client Login



This Advisory paper is only available to IBRS Advisory clients. To find out more about becoming an IBRS Advisory client complete the attached form and we will be in touch.
Name(*)
Please let us know your name.

Email(*)
Please let us know your email address.

Number(*)
Please enter a valid phone number

Invalid Input