Contact Centre Economics and the Cloud

If you are considering the right deployment model for your contact centre, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid.

Just a few years ago, businesses were still unsure of the viability of moving their contact centres and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies.

This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact centre, including:

  • The size of your contact centre, and business requirements such as customer journey management
  • The location and quantity of contact centres being managed
  • The need for scalability, speed of deployment, and maintenance requirements

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