Cloud-Based Contact Center Selection Decision Framework

Sep 10, 2019 1:28:56 PM

SELECTION DECISION FRAMEWORK

For most companies, putting contact center systems and applications in the cloud is the way to go. DMG predicts that by the end of 2025, more than 65% of contact center infrastructure seats for phone and digital channels will be cloud-based. Companies of all sizes must pay attention to the contact center solution’s underlying platform, environment, design, security, and functional and integration capabilities to ensure that the vendor can deliver on the benefits and promises that they’ve made to you. The steps outlined here can help your business achieve successful results with a cloud-based contact center infrastructure initiative.

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Written by DMG Consulting

DMG Consulting LLC is a leading independent research, advisory, and consulting firm specializing in contact centers, back-office, and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end-users, vendors, and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), workforce management, performance management, knowledge management, speech analytics, desktop analytics, robotic process automation, text analytics, customer journey analytics, surveying/voice of the customer, voice biometrics, cloud-based contact center infrastructure, dialing, intelligent virtual agents, interactive voice response systems and proactive customer care.