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:
Simplified contact centre acquisition and operation, and
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).