ASP and Hosted Service Providers
In simple terms, using a hosted service is like renting software. The Internet is a common element to hosted services. Typically software resides in a central server at the provider’s location and...
View ArticleHosted Services
Using a hosted service is essentially renting software and accessing it over the Internet. For a hosted service, the software resides in a central server at the provider’s location, which users access...
View ArticleIs a Hosted System in Your Future?
By Wayne Scaggs Today’s call center and telemessaging environment is more challenging than ever before. Clients have greater access to information and are more demanding because they know that your...
View ArticleLet Your Next System Upgrade Be Your Last
By Cary Fulbright Nothing scares contact center managers as much as the looming need for a system upgrade or the end-of-life of existing systems. These changes are inevitable for businesses who buy,...
View ArticleThe Virtualization of the Call Center
By Ari Sonesh Lowering costs while providing better service within the call center environment is a desirable yet elusive goal. The problem that call centers have faced is a “no win” situation. They...
View ArticleWhat’s the Big Deal about Hosting?
By Steve Michaels There’s a new term floating around the call center industry called “hosting.” But what exactly is it? Basically, it’s like carpooling your accounts on someone else’s system. The...
View ArticleWhat Are Hosted Services?
By Wayne Scaggs What do you know about hosted services? I believe you probably know – and use – more than you realize. Do you have your own website or domain name? Have you gone to a website and bought...
View ArticleHosted PBX for Telemessaging Call Centers
By Allen David Niven Digital communications market research provider In-Stat reported that the hosted PBX market is expected to reach $1.3 billion by 2009. Additionally, ads on TV are offering $25 per...
View ArticleThe Pros and Cons of Hosted Services
By Wayne Scaggs Hosted services or SAAS (software as a service) is an up-and-coming technology concept; it’s the integration of licensed software running on local computers connected via the Internet....
View ArticleHosted Solution – Isn’t It Time?
A Commentary by Dale Schafer Technology has come a long way since the days of Judy Holiday and Dean Martin in the legendary film, Bells Are Ringing. Holiday’s character illustrates how our answering...
View ArticleHosted Services and SaaS Providers
Call center hardware and software doesn’t have to be installed at your call center. Several vendors offer services and software on a subscription or pay-as-you-go basis. These are accessible via the...
View ArticleWIIFM
By Wayne Scaggs As entrepreneurs, we are constantly listening to our own personal station, WIIFM. This station is always on, and we are usually fine-tuning our channels to get the clearest possible...
View ArticleBenefits and ROI of Hosted/Managed Service IVR
By Donna Fluss The hosted/managed service business model is a compelling one. With the on-demand model, enterprises of all sizes have access to IVR and the other contact center technology they need to...
View ArticleUsing and Providing Hosted Services
By Wayne Scaggs One of Webster’s definitions for “host” is “any organization that provides resources and facilities for a function or event.” With Webster’s definition in mind, have you ever used...
View ArticleHosted Service Options: Three Key Questions
By Bill Curtin IV The many advances in communications technology during the last decade are responsible for many changes in the teleservices industry. These advances have allowed call centers to use...
View ArticleHosted Contact Center Solutions
By Ann LaBara Are you looking for a reliable and innovative solution for your contact center that can help you minimize expenses and, at the same time, improve the quality of your customer...
View ArticleThe Hosted/Cloud-Based Contact Center Infrastructure Market Hits Its Stride
By Donna Fluss Hosted, software-as-a-service (SaaS), or cloud-based solutions – whatever you’d like to call them – have caught on in the contact center world. This has happened while some market...
View ArticleOutsourcer Finds Growth Opportunities in the Cloud
By David van Everen With more than thirty years of experience working with contact center technology, outsourcers, and regulations, Tom Rocca is an industry veteran. When he joined SupportSeven as...
View ArticleProtecting Patient Information in the Cloud
By Rich Sadowski Companies across the healthcare industry have started collaborating with virtual contact centers in order to operate more efficiently while still offering the highest quality customer...
View ArticleCloud-Service Considerations: Addressing the Pros and Cons
By Ray S. Naeini These days we hear a lot about “cloud services,” which may mean managed services, hosted services, Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS), or...
View ArticleCloud-Based Call Centers: What, Why, When, Where, and How
By Wayne Scaggs What is cloud-based anything? The cloud-based application is a newer concept that allows the use of an application without buying and installing software programs on your computer. You...
View ArticleProtecting Patient Information in the Cloud
By Rich Sadowski Companies across the healthcare industry have started collaborating with virtual contact centers in an attempt to operate more efficiently while still offering the highest quality...
View ArticleTapping the Cloud for Customer Service
By Steven Thurlow If you’re betting that cloud computing will have a big impact on the future of your call center, you’re in good company. Vendors around the world are investing heavily to offer...
View ArticleSix Benefits of the Cloud Contact Center
By Keith McFarlane Do you remember when you first heard about the cloud? What about the last time you talked about the cloud in your business? In the last decade, it has become a permanent fixture on...
View ArticleTen Reasons to Move Your Contact Center to the Cloud
By Liz Osborn You’ve probably heard a lot about the benefits of cloud computing. But how does it apply to your contact center? There are a variety of reasons why more companies today than ever before...
View ArticleTelephony and Connectivity to the Cloud: Considering an All-in-One Contact...
By Mariann McDonagh and Mike Perry As a contact center executive, telephony is critical to your business. If you’re moving – or thinking about moving – your contact center to the cloud, the last thing...
View ArticleWork at Home: Finding the Cloud and Accessing the Information Highway
By Wayne Scaggs If you are going to work from home, a little understanding of the cloud (computing via the Internet) may be very useful. The cloud: the something that is somewhere that magically...
View ArticleAre You Secure? Top Security Considerations When Evaluating Cloud Services
By Joseph Pedano Late one night, 911 operators received a harrowing phone call from a woman who heard strange noises at her front door. She grabbed her six-month-old baby, a licensed pistol, and locked...
View ArticleThree Ways to Boost Contact Center Profits with the Cloud
By Rob Schneider Regardless of whether customer relationship management is handled in-house through internal agents or outsourced to a third-party contact center service provider, there’s no question...
View ArticleA CIO’s Road Map to the Customer Service Cloud
By Neil Titcomb The definition of cloud computing is multifaceted and confusing. Here are the main aspects of cloud computing and descriptions of what they mean: Infrastructure as a Service (IaaS):...
View ArticleCloud-Based System Economics 101
By Wayne Scaggs The economic considerations of cloud and hosted systems are more than the cost of a premises system versus the monthly payments for a cloud-based alternative and where they cross the...
View ArticleA Complete Call Center System in the Cloud
By Wayne Scaggs The purpose of a call center system in the cloud is providing a more efficient method of receiving raw data, processing that data into value-added information, and delivering the...
View ArticleCloud System Technology 101
By Wayne Scaggs Has a salesperson ever said to you, “If you use the Internet with VoIP calls, your call quality will be bad, your Internet will go down, and you will lose customers?” It’s time to take...
View Article5 Cloud Characteristics
By Kevin Mahoney My inbox receives daily articles on an array of cloud-related topics such as “Cloud Migration Strategies,” “10 Ways the Cloud Is Changing the World,” “Choose the Best Cloud for Your...
View Article3 Major Cloud Service Models
By Kevin Mahoney Three different types of cloud service models exist: software as a service (SaaS), platform as a service (PaaS), and infrastructure as a service (IaaS). Notice the key word here is...
View ArticleFour Major Cloud Deployment Models
By Kevin Mahoney The National Institute of Standards and Technology (NIST) recognizes four major cloud deployment models: public cloud, private cloud, community cloud, and hybrid cloud, as follows:...
View ArticleRuminations on Cloud-Based Contact Center Technologies
By William Lane There has been much press about Amazon Connect, a self-service cloud-based contact center solution offered by Amazon Web Services (AWS). There was a huge protest on various industry...
View ArticleCloud-Based ACDs and Dialers Come of Age
By Donna Fluss Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last twenty years playing functional catch-up to the leading on-premise vendors. But this is no longer...
View ArticleInnovation Enhances the Cloud-Based Contact Center Infrastructure Market
By Donna Fluss The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22 percent in 2017, and the actual growth...
View ArticleThe Truths of System Hardening
By Shawn Griswold Today you must take initiative to deal with security and system hardening. Flying under the radar, hoping and praying you will be okay, is no longer an option. Cybercrime is...
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