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More Cloudy Prospects As Crystal Clear Reality

ecenta alleged megatrend cloud computing look at cloud-based call center initially as a niche solution Walldorf, April 21, 2011″has captured well the contact center industry. Some media and providers already sing the Requiem of the current telephony and see the silver bullet in cloud based call centers in the near future. “The ecenta AG from Walldorf warns however, to copy the existing technologies and salvation in the cloud” to search, representing a meaningful alternative opinion of the company currently only for a small number of call centers. Numerous advantages, which are performed regularly by the cloud advocates in the field, are available according to the ecenta AG already for a long time even with conventional IP solutions. No doubt, cloud computing will have an impact on the contact center industry. The relatively clear up-front costs are certainly an argument for.

Nevertheless, this development is still at the beginning, and there is still a lot of education and persuasion be necessary before cloud-based call centers are spread further. Technological aspects, not to mention”, explains Joachim Schellenberg, senior business development manager EMEA for the ecenta AG. We see in many companies still, companies feel simply comfortable, if they have their telephony at least to a certain extent even under control. From my point of view managed services or also dedicated hosting will be so in the medium term demand than cloud solutions.” The operating model of managed services”installed the systems at the company’s site, are but operated by an external service provider, maintained and updated. Dezidiertem hosting”the server of the telephone system are while in the data center of the service provider, the company knows however exactly where the systems are operated and where, for example, critical customer contact data is stored. For cloud solutions, this is not given. Some providers give as key advantages of cloud-based telephony solutions for contact centers Ability to integrate existing systems such as CRM and ERP, as well as existing PBXs.

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