Enghouse Interactive’s flagship interaction solution, Contact Center: Enterprise, has just been enhanced with options for cloud deployment. Clients can choose between private cloud, virtual private cloud and hybrid cloud options.
“[Customers] can move on-premise installations into the cloud, distribute across on-premise and cloud infrastructure creating virtual contact centers, or create a cloud contact center instance that is operated seasonally, only paying for what is needed during up time,” explained Christoph Mosing, president of Enghouse Interactive North America.
Cloud deployment has many advantages that, by this time, are familiar to business owners. Transitioning network expenses from Capex to Opex as well as providing scalability for services as the size of the enterprise increases both make convincing arguments for switching to the cloud.
IT workers, for instance, can concentrate on customer-specific projects instead of managing server capacity and crashes. Also, the needs of business can drive software options and software adoption because no large licensing fees are required.
The top advantage of switching to the cloud, as Mosing points out, is flexibility. Since services are pay-as-you-go, companies can budget ahead for heavier seasonal call center traffic. In essence, businesses can create their own call center roadmap that meets their customer service needs.
Companies can choose their deployment needs based on the kind of infrastructure that works for their businesses. For example, a private cloud allows IT departments to provide integrated contact center services by either distributing components to geographically disparate locations or centralizing them within the cloud.
Virtual private clouds eliminate the need for on-premise servers and equipment because they leverage public infrastructure-as-a-service (IaaS). Private areas within public services, like Amazon’s Elastic Compute Cloud, give businesses a less expensive alternative to the private cloud. For maximum flexibility, companies can choose hybrid cloud infrastructure to connect Contact Center: Enterprise with their on-premise applications.
“Contact Center: Enterprise’s distributed, component based architecture enables customers to deploy flexibly, taking advantage of on-premise and public cloud infrastructure,” Mosing concluded.
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Edited by Brooke Neuman