• Leveraging the Power of the Hybrid Cloud

    A cloud contact center solution is the fastest way to turn your contact center into a high-performing customer hub. But what if you could have the best of both worlds: physical and digital? Now you can, with Vocalcom’s new hybrid cloud contact center. In today’s fast-paced market, where technology moves forward at the speed of sound, when it comes...

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  • Two Big Cloud Trends Being Predicted for 2014

    The cloud is quickly becoming a go-to storage option for a number of industries, and the cloud contact center is also specifically on the rise. A recent blog by Forrester Research points to some of the biggest cloud trends that businesses can look forward to in 2014. Let’s take a look at two of the top advances to come:...

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  • New Research Reveals the Growing Role of Cloud Analytics for Gaining Customer Insight

    Many call center managers and leaders are well aware of the benefits and competitive advantages afforded by predictive technology, including predictive analytics and dialers. But now, new research is showing that taking this technology to the cloud – such as cloud predictive analytics or a hosted predictive dialer – will yield even better results, especially when it comes to...

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  • Infonetics Reports Managed Cloud Security Market Will Reach $9 Billion by 2017

    Hosted technology has been making great strides as of late in the call center space. Hosted call centers not only boast greater security, but greater uptime and lower Capex costs, seeing how the majority of physical hardware is removed from being on-site and is hosted by a third party service provider via the cloud. The latest news in the...

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  • Could Cloud Contact Centers Mean Lower Customer Churn?

    Customer churn is the bane of any business or organization, so taking any effort to reduce this is something that simply cannot be ignored. This is especially important for contact centers, as the business hinges on customer satisfaction.   With numbers saying that it is six to seven times more expensive to develop new clients than to simply keep...

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  • Why Financial Service Centers Need a Cloud Contact Center

    According to the Ernst and Young Global Consumer Banking Survey, one-third of banking customers changed their service provider from 2011 to 2012. Because of this, it should go without saying that attention needs to be given to improving the customer experience side of banking. As financial institutions offer common incentives and services, perhaps the best way to turn is...

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  • The Real Benefits of Hybrid Cloud for Contact Center Managers

    Cloud-based systems are quickly gaining traction as the primary way for businesses to use and interact with their data. Considering the modern contact center and today’s ever-widening spectrum of call center solutions, there are varying types of information that need to be stored somewhere that is reliable and easily-accessible by employees across all facets of the organization. Because of...

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  • How Hosted Technology Can Help You Create an Informal Call Center

    Mary works in accounting at the Irvine, California-based Smith Company. She’s not a call center agent, but when customers have questions about their account, calls get routed to her. Meanwhile, Clark works on the floor of the company’s largest retail store. Along with the other 20 store employees, he wears a headset and answers questions related to merchandise. The...

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  • The Importance of Securing your Cloud Contact Center with a Reputable Service Provider

    Threats against cloud-based providers are on the rise today, which has opened the floodgates for a similarly growing concern regarding data protection in the cloud. There’s no reason to worry, though, if your service provider is a long-lasting, credible, award-winning player in the game. There are dozens of questions you will have when assessing a security vendor whose job...

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