It is not an easy decision but we can feel the trend. The growth of IP (Internet Protocol) Network and the availability of Bandwidth at lower costs are pushing organizations to consider data centers for their infrastructure. There are compelling reasons to setting up a Contact Center in the Cloud.
Cloud in our context is a well recognized data center with excellent connectivity and decent infrastructure. Some of the immediate advantages of Cloud for a contact center operation are,
- Ability to setup geographically distributed contact center operations and work-force
- Take advantage of SIP terminations for telecom connectivity
- Scale on-demand both infrastructure and Telecom connectivity with minimum lead time
- Advantage of better infrastructure management through co-managed service
On top of all this, a Cloud infrastructure helps to convert up-front Capital cost to monthly service cost and reduces the requirement for expensive in-house IT resources. An Asterisk based contact center with a good software for managing your Call Center ACD and Dialer requirements will dramatically reduce cost and allow you to grow on demand with a superior distributed architecture and an open platform.