You are probably familiar with the major benefits of moving to a cloud-based contact center: no upfront capital expenditure, ability to scale easily, and availability anywhere there’s an Internet connection. But the devil is always in the details, and making major changes to your contact center infrastructure can be complex, especially if you intend to integrate existing systems into your new cloud contact center. 

As Donna Fluss writes in the May 2012 issue of CRM magazine, “Hosted and premise-based contact center solution providers have highly differentiated technology, capabilities, offerings, and commercial terms. The market is confusing and growing in complexity.” 

In this installment of our Best Practices series, four leading solution providers offer their advice to help you understand the issues needed to make the best choices and plan for your contact center’s future.

Bob Fernekees
VP/Group Publisher, CRM Media,
Information Today, Inc.