Avaya Chapter 11: Sun sets on PBX, Rises on Cloud - BroadSoft - ContactCenterWorld.com Blog
The last thing your business needs is a dead-end telecom investment. In fact, industry analysts predict that greater than 50% of PBX replacements will go to cloud-hosted solutions within the next three years. But should you panic? No! Here are five sensible ways you can migrate over time to the cloud without losing your mind and your money.
1. Meet your new money maker – SIP Trunking
SIP Trunking saves you money by combining data, voice and video into a single line that feeds into your all your office locations, reducing network expenses and allowing you to migrate to the cloud on your own terms—from both a cost and timeframe perspective.
2. Don’t Rip and Replace!
By replacing your conventional PSTN trunk with a SIP trunk, you can keep your existing on-premises PBX infrastructure, interoperate with cloud unified communications and still get access to new cloud-based apps and services such as Unified Communications (UC), team collaboration and contact center solutions—delivered to your location(s) via a SIP trunk.
3. Go Hybrid or Go Home
It’s often too risky to do an all-out swap over to a cloud solution, yet some of your users and sites may need more than a SIP trunking solution. Mobile users, new sites, systems that need replacement or departments that need new functionality are all good candidates, while other locations can wait before moving over. Bottom line, this means that your old PBXs can co-exist and interwork via SIP for as long as those systems have a useful economic life, as you start bringing in new services at your own pace.
4. Contact Center Nirvana - Routing in the Cloud
One of the most compelling reasons to migrate to the cloud is the extensive benefits that a cloud-based contact center can offer, as opposed to premises-based call centers. Utilizing SIP trunking allows you to retain in-place premise contact centers while newer locations or on-demand agents can migrate to the cloud.
Here are some of the top benefits that cloud contact centers can offer:
- • Supports hybrid configurations seamlessly by uniting multiple centers/locations, including remote workers and mobile agents, under one management umbrella
- • Lets you easily scale up and down as your agent needs fluctuate (on-demand model)
- • Automatically manages call volumes across all locations with “cloud routing”—think of it as a unified call queue in the cloud that distributes calls evenly between agents across multiple centers and locations
- • Click here to learn more about BroadSoft Contact Center advantages.
5. Selecting a Proven Market Leading Vendor
Did you know that BroadSoft is the global market share leader in cloud unified communications with 41% share, according to Frost & Sullivan—3.5 times more than Cisco the next nearest competitor and over 10x more than RingCentral. Our BroadSoft Business software suite is trusted by over 600 service providers across 80 countries, including 25 of the world’s top 30 service providers by revenue, for unified communications, collaboration and contact center solutions for businesses of all types and sizes.
Want more information on how BroadSoft and our service provider partners can help you transition to cloud-based communications, collaboration and contact centers?
Publish Date: February 9, 2017 5:00 AM
2020 Buyers Guide Cloud Contact Center Solutions
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Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
Puzzel Contact Centre
Puzzel builds on over 20 years` of heritage. It was one of the first pioneers to develop a cloud-based contact centre. Today, Puzzel combines omni-channel technology with Artificial Intelligence (AI) to provide complete customer interaction solutions in a digital age.
Puzzel`s omni-channel cloud contact solution has the flexibility and scalability to support smaller enterprises and global corporations. Voice calls, email, SMS, web-chat and social media channels are all managed in a single, easy-to-use application which integrates seamlessly with other enterprise solutions. As a result contact centre agents and other parts of the business can access corporate systems such as customer relat...
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Tegsoft Cloud Contact Center
Tegsoft is an omnichannel cloud communication platform that helps companies interact best with their customers, specifically focused on Customer Experience and Net Promoter Score.
It helps companies to manage voice, text (SMS, email, webchat, and chatbot) and social media channels for customer communication within a single Agent web interface.
Thanks to its integrated CRM structure and omnichannel capabilities, our solutıon identifies the customer and consequently provides contextual information to customize the customer experience. Tegsoft also helps improve Customer Satisfaction by providing embedded NPS survey tools.
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