Contact centers to benefit from cloud-based communications

A recent TMCNet article discussed how cloud computing has affected the communications industry, and expressed that contact centers have a lot to gain from the managed IT service.

Cloud computing offers call centers rapid and substantial cost savings, as well as productivity enhancements. However, according to the article’s author, Linda Dobel, the “big bang” for contact centers is the cloud’s ability to have quick access to sophisticated features. Dobel cites a company’s ability to use the screen pop feature, which before took a significant amount of time to use. However, with cloud computing, the feature is accessible, and can be executed in only a few days.

The screen pop feature is one that allows a center’s agent to display a customer’s screen virtually on his or her own desktop. “Having this key feature readily available is essential to a well-run, customer-retaining contact center,” writes Dobel.

In addition, other cloud-based communications allow contact centers to deploy “rapid-fire” applications and features that could be “customer-saving.”

Due to the overwhelming success of the cloud across many sectors, IDC has predicted worldwide IT spending on the service will reach $44.2 billion by 2013.