Myths or facts about Cloud Contact Centres?
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Cloud Contact Centre Resources
Featured: Contact Babel “The Inner Circle Guide to Cloud-Based Contact Centre Solutions”
84% of UK Contact Centres are now operating remotely!
Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. Businesses being faced with the challenges of continuing to run contact centres during the coronavirus crisis resulted in an enormous shift to home-based agents. According to Contact Babel’s latest research, 84% of respondents reported that they had moved from a centralised office environment to being mainly home-based.
Amongst the most informative cloud contact centre resources, “The Inner Circle Guide to Cloud-Based Contact Centre Solutions” aims at providing customer contact professionals with the latest analysis and data around cloud-based contact centre issues and use. The 120-page report contains detailed data and insight into:
- The cloud-based contact centre applications being used today in the UK
- Current and future use of cloud for call routing, recording, IVR, CRM, workforce management, outbound dialling & interaction analytics
- Planned use of cloud in 2021 by application
- Drivers and inhibitors for cloud
- How to choose a cloud solution provider
- Implementation costs, timescales and ROI
- The results of using cloud-based solutions
- The future of cloud.
Enghouse CCaaS in the Press
Cloud centred articles published in industry magazines.
High-Quality Customer Service in ‘The New Normal’ – Driven Entirely By the Cloud
24 September 2020
Cloud Contact Centre Resources
Dig into more great content.
“Jump into Action – 7 key Reasons to move to the Cloud”
According to DMG Consulting, 62% of organisations have already migrated to a Cloud Contact Centre solution. Switching to a cloud contact over premise-based solutions can offer businesses of all sizes significant benefits, including increased flexibility, new and often better cost structures and stronger compliance. In this infographic, we outline 7 vital reasons why your business could profit from a Cloud contact centre.
“Going Off-premise – Dispelling the Myths about Cloud Contact Centres”
While some of the advantages of the Cloud are now well proven, other information available is unfounded or contradictory and has led to misconceptions and uncertainty. We help you make the right decision for your business by separating facts from fiction. Read this myth-busting guide to get an answer to questions such as whether it is really safer to keep your data on-premises than in the Cloud.
“Moving your Contact Centre to the Cloud – 6 Tips to ensure Success”
Are you asking yourself whether migrating to a Cloud contact centre can offer significant advantages? While cloud environments are generally considered scalable, reliable, and highly available, those won’t be the only aspects driving your decision. This guide will help you determine which strategy is best for your business and draw your attention to crucial factors you should consider before moving into the Cloud.
“Frequently Asked Questions about Cloud-based Contact Centres”
If you are amongst those companies pondering a Cloud contact centre, go for it! We put together a document of frequently asked questions to get your facts straight and help you decide whether a Cloud contact centre solution is right for you.
“Guide to Building a Business Case for a Cloud Contact Centre”
If you wish to migrate to the Cloud you must be clear on the real decision factors ensuring that the move will bring the desired results. This guide will help you to build a business case reviewing benefits and challenges as they apply to your organisation.
Enghouse CCaaS Brochure
Enghouse Cloud Contact Center is reliable, secure and always highly available and has capabilities relevant to the smallest and largest organisations while seamlessly integrating with other business applications such as CRM tools.
“The 2019-20 UK Contact Centre Decision-Makers’ Guide”
Up-heave the profitability and customer experience of your contact centre by improving efficiency through automation, offering alternatives to making inbound calls, or deploying new concepts such as AI.
The UK CX Decision-Makers’ Guide 2020-21
Leading analyst ContactBabel investigates strategy, priorities and performance of their CX programmes, technology use and investment plans of more than 200 senior CX and customer contact professionals.
The Inner Circle Guide to Cloud-Based Contact Centre Solutions
Read Contact Babel’s report on key cloud-based contact centre solutions giving you a detailed view of the reality of implementing and using these technologies and an appraisal of vendors and products available.
Enghouse Cloud Contact Centre Automation and IBM Cloud
Read the brochure about how Enghouse and IBM Cloud enable you to effectively automate your contact centre operations leveraging insights, create customer loyalty and ultimately drive revenue.
A Quick Guide to Remote Working for the Contact Centre
This guide offers guidance on all major considerations for optimum operation of your remote contact centre such as equipment and software needs, access and security considerations, as well as helpful tips.
A Quick Guide to Managing Remote Contact Centre Agents
As the new normal brings new challenges for contact centres, temporary solutions may not work moving forward. Our guide provides insight on how to successfully manage long-term remote working.
Have it your way!
Enghouse Interactive is in the unique position to provide companies with the best customer contact solution to precisely meet their requirements. CTO Alex Black emphasises not only an extensive range of solutions from on-premise to Cloud, but also the services available at Enghouse to help companies minimise the risk of a transition.
The Cloud Journey
Rupert Adair, Director Product Management at Enghouse Interactive stresses that it is not only the extensive portfolio of proven Cloud solutions that offers customers the flexibility and choice that they are after. Enghouse Interactive is all about the Cloud Journey: providing companies with the necessary stepping stones along the way.
Secure in the Cloud
Alex Black, CTO at Enghouse Interactive addresses security concerns surrounding Cloud infrastructures. He stresses that information stored in the Cloud can be event more secure than on-premise when benefitting from centralised, best in-class, security standards as is the case with Enghouse CCaaS.
