• Biggest Mistakes You Can Make During the Cloud Contact Center Move

    Everybody seems to be talking about the cloud contact center and, needless to say, there may be temptation on your part to move over as quickly as possible. After all, you’re looking to stay ahead of the curve and not pass up on a great business opportunity. But before you do so, be careful to do your homework on...

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  • Why Now is the Best Time to Deploy a Cloud Contact Center

    There will always be those who are skeptical of new technology as it’s adopted, but for anyone who is still uncertain about the future of the cloud contact center, here are some recent statistics from Siemens Enterprise about how opinions regarding cloud computing are evolving. ·         There’s been a 50 percent reduction in total cost of ownership for cloud...

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  • Top Financial Benefits of Deploying a Hosted Call Center

    There has been a great deal of hype regarding the hosted contact center and, like every great technological offering, data is coming back proving just how helpful the solution can be for companies’ budgets. For instance, one of the Web’s biggest retailers, Overstock.com Inc., was recently looking for a solution to its overloaded call center infrastructure. Not only did...

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  • Taking a Closer Look at the NSA’s Data Center

    Among organizations that utilize data centers, the National Security Agency (NSA) is one of the more robust. Currently, the NSA is building a 2 billion facility in Bluffdale, Utah that will be operational in September 2013.  Data centers are the foundation of any communications and information storage operation. The Utah installation (codenamed Bumblehive) will be, to date, the largest...

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  • Do You ‘Like’ Facebook’s Data Center Top Practices?

    A company that hasn’t stopped growing since its inception, Facebook is reliant on the same backbone that every Internet-based enterprise is—its data centers. Data centers are the foundation of any communications and information storage operation; they are the physical location that houses all of the servers and technology necessary to run complex Web endeavors and to monitor the activity...

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  • Taking a Look at the World’s Top Data Centers: How Does Yours Compare?

    Founded in 1998, Google would work its way to be one of – if not the – top search engines on the World Wide Web. Carrying out more than one billion searches per day and branching out into offering many other services such as e-mail, cloud storage and map services, there are many unique components that go into making...

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  • Forrester: Three Top Service Trends to Be on the Lookout For

    Companies today must understand the importance of offering customers a seamless, personalized multi-channel experience. In fact, in a survey conducted by marketing technology provider Neolane and the Direct Marketing Association, 77 percent of respondents said that real-time personalization was a primary driving factor of their customer satisfaction strategy. Furthermore, 43 percent defined real-time marketing as “dynamic, personalized content delivered...

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  • Forty Percent of Execs View the Cloud as ‘Transformational’ – Do You?

    One big concern for call centers entering the cloud is the issue of security. Knowing that your information is stored directly in-house, right where you can see it, gives many call center managers a certain peace of mind, despite the financial headaches and lack of connectivity that comes with staying out of the cloud. Utilizing a call center application...

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  • Why You Need a Hosted Call Center this Fall

    It’s been almost a year since Hurricane Sandy wreaked havoc on residents, families, businesses, and consumers from the Caribbean all the way to Canada, generating damage amounting to $65 billion in the U.S. alone. It’s no wonder call center managers are doing everything they can to be prepared for this year’s hurricane season. All told, 73 percent of companies...

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