Editor’s Note: As we wrap up 2010, I wanted to share some of our favorite blog posts from the past year. We’ll be back with new content on January 4. This post by Ron Goldman first ran on September 27.
Gartner says that by 2012, 65% of support conversations will happen in the cloud and by 2013 at least 75% of customer service centers will use some SaaS application. What does this mean to you? When should you consider moving to SaaS solutions?
I run a line of business focused on the contact center for Astadia, a consulting company that delivers “Cloud” or Software-As-A-Service (SaaS) solutions. When I talk to our clients and prospects I find there are a few natural times or inflection points when you should consider cloud computing for the contact center. Also realize that Cloud solutions are typically implemented incrementally and are designed to interwork with your existing technology and telephony. Here are six instances when you should consider cloud computing for your contact center. Read more >>