The Inner Circle Guide to Cloud-Based Contact Center Solutions

The Inner Circle Guide to Cloud-Based Contact Center Solutions discusses the evolution of contact centers, emphasizing the growing importance of cloud-based solutions. The guide highlights key trends like the rise of mobile interactions, the demand for omnichannel support, and the increasing use of AI and automation. 

Key takeaways include:

• The current and future use of cloud for call routing, recording, IVR, CRM, workforce management, outbound dialing & interaction analytics

• How cloud supports digital transformation and the use of AI

• How to choose a cloud solution provider

• Implementation costs, timescales and ROI

• The results of using cloud-based solutions

Additionally, the guide addresses security and compliance considerations, emphasizing the shared responsibility model and the importance of adhering to industry standards. 

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