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As cited in the Aberdeen Group’s report titled “Optimizing the Customer Experience through Cloud Contact Centers (July 2014)”, 31 percent of contact centers are deployed in the cloud. The key driving forces for contact centers to adapt cloud technology are enhanced financial flexibility complemented with augmented customer experiences. Cashing in on this trend, EPIC Connections

In every business, there is always a level of risk. For the owner or business leader, their level of risk tolerance will often dictate decisions moving forward. It will also contribute to the decisions made on implementing new processes, launching new initiatives and engaging new partners. If the business is in the call center space,

For anyone who is in the contact center solutions business, you are aware that the most important industry trend globally is the move of customer experience solutions to the cloud.  Whether it be by your company to a private, public or hybrid cloud, or the decision is to use an outsourcer, the trend to take

One of the guiding principles of delivering superior customer service is efficiency. An organized, well-trained contact center agent that possesses the proper tools to respond to service issues quickly and thoroughly delivers the best customer experience. However, often those tools are prohibitively expensive and contact centers are seeking cost effective solutions that require little maintenance

In the past, the CAPEX and OPEX expenditure of opening a contact center made it almost impossible for small organizations. However, today cloud technology is making it possible to establish a wide range of businesses including contact centers without much capital as long as the broadband infrastructure is available to deliver the service. British Telecom

It is clear that one of the areas where WebRTC will have a huge impact is in accelerating the move of contact centers to the cloud. In fact, one of the facilitators for the move is in the integration of telephony APIs into business processes, and enabling the integration to be easy and cost effective.

The Amazon Mayday button on select Kindle e-readers made a big splash recently. But if you think that’s interesting, hold on to your hats, because it looks like we’re poised for a plunge into more video-based customer service. This expansion of real-time video communications is likely to be enabled in large part by WebRTC.

For the third consecutive year, Gartner, Inc. the world’s premier information technology research and advisory company, placed West Corporation in the Leaders Quadrant of its August 28, 2014, “Magic Quadrant for Unified Communications as a Service, Multiregional” West is a premier provider of technology-enabled communication services. It holds extensive experience in designing, deploying and managing

When we look back at what the biggest trends were in 2014 in the contact center solutions community there can be little doubt that topping the list will be the momentum moving to the cloud has gathered. This has been true globally and it cuts across all organization sizes and industry verticals. In fact, maybe