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Cloud, Mobile Poised for Broader Contact Center Deployments in 2015

January 26, 2015 by

No Jitter's Matt Lautz recently suggested that both mobile and cloud-based contact center solutions will become increasingly prominent and important in the coming year. As Lautz noted, enterprises are not always the first to embrace a new technology. When new solution types appear, larger corporations frequently decide to take a wait-and-see approach, holding off on adoption until the technology has matured and is no longer seen as a risky proposition.

This is now the case for cloud-based contact center solutions, according to Lautz. He noted that when cloud services initially began to gain traction, many business leaders worried about their perceived lack of security or the dangers of noncompliance and a lack of interoperability. Now, the majority of decision-makers realize that these fears were overblown and misguided, and that the cloud actually represents a powerful tool for encouraging enterprise growth while maintaining security and compliance standards.

Cloud service providers are largely responsible for this shift in thinking, Lautz asserted. These vendors have made tremendous strides to shore up their security and improve their functionality, making their offerings more appealing than ever before.

"The flexibility, security and cost of the cloud have proven that it is here to stay, and more enterprises will be drawn to the cloud by the ability to gain flexibility with less effort," the expert wrote.

Mobile Advancement

Lautz also emphasized that mobile solutions will become more important in the contact center in 2015. Specifically, he asserted that employees will increasingly demand access to tools that provide them with the same capabilities no matter where they are. For organizations to keep pace with their industry rivals, their customer service agents must be able to conduct their job responsibilities when at home or on the road - not just when they're based in the company's main office. Advanced mobile applications will be essential for this purpose.

For this reason, enterprises should look for BYOD and fixed mobile convergence services. With these solutions, employees can use their personal smartphones, tablets, and other mobile devices when engaging with clients, all without the client realizing that this is the case. This, combined with the reliability and high-quality real-time communications that FMC services provide, can vastly improve an enterprise's contact center capabilities and overall performance.

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