Cloud vs. CPE-based Contact Centers: How to Decide which is the Best Match for You

摘要

Having technology provided and managed by a third party away from a customer's premises is not a new idea, with service bureau and application service providers being around for many years. That cloud-based contact center solutions are now hot is down to a mixture of factors, including the recession's negative effect on capital investment, the increasing functionality of hosted applications, and the proven success and general acceptance of cloud-based solutions, particularly those in the CRM sphere. Additionally, the stranglehold that incumbent customer premises equipment telephony providers had on the industry has been loosened by the advent of IP and more open systems, with the net result being a greater choice of solution providers.