The modern contact center has a multitude of applications supporting it, with hardware, middleware and networking equipment around and inside it. The traditional method of deploying these resources has been on a CPE (Customer Premise Equipment) basis, with the business's IT resource implementing and maintaining it.
Cloud-based solutions are the latest in a line of alternatives for businesses to owning and running their own technology. They are technically flexible and offer benefits and efficiencies to the contact center world, without the high levels of sunk cost and operational and technical expertise that a CPE solution would demand.
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