Every year we read about what promises to be the hottest contact center trends. This list can, all too often, be endless. As important as it is to try new things, especially in an industry that relies so heavily on the customer experience, it’s just as important to prioritize those strategies. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure. Continue reading
Tag Archives: on-premise-call-center-technology
The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center.
Compared to other enterprise software, the transition to cloud has been a difficult road for the call center. There were some good reasons for this: the lack of sufficient or reliable bandwidth for voice, the real-time demands of call handling, the mission-critical nature of many call centers. But there was also some foot-dragging by industry incumbents who had a comfortable market position and a stream of maintenance revenue to protect.
Since none of that seems to be a barrier anymore, it certainly feels like the on-premise call center is soon to be extinct. Continue reading →
Were you glued to last week’s Comey testimony like I was? The Fired FBI Director had some great phrases that are already appearing on t-shirts. My favorite was the use of “fuzz” to describe uncertainty. I said to myself, “Lordy, I gotta work that into my next blog post.” Luckily, my weekend reading pointed naturally to an appropriate topic.
The evolution of contact centers from premise-based to the cloud has been covered many times here. I’ve often described it as an “inevitable migration”. Turns out there are dissenting views on the inevitability part. Furthermore, vendors are finding ways to blend the best of both worlds. There is, indeed, some “fuzz” around what is and isn’t cloud.