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Article : Looking Back on the Cloud

#contactcenterworld, @Calabrio

Years after predicting the future of cloud-based workforce management, Teleopti’s Product Manager Jeremy Hamill-Keays reveals the real state of affairs in contact centers today.

Contact centers are leading the way as the cloud becomes an accepted platform for a range of services. This is supported by network infrastructure service provider West Corporation, in its new ‘State of the Customer Experience 2017′ report, which surveyed 200 managers and decision makers in contact centers, across various industries. West Corporation found that 39 per cent of UK contact centers have already moved to the cloud, and 57 per cent are planning or considering a move within the next three years. The good news is, of those centers that have already moved to the cloud, 53 per cent of respondents said that new features were easier to deploy, and 47 per cent said that they had saved money with flexible licensing models.

This backs up what Teleopti predicted several years ago. When we published our ebook "What’s keeping you from Workforce Management in the Cloud?", we set out to demystify the often confusing world of cloud migration by addressing the 10 typical cloud headaches including functionality and cost. We also outlined other key areas of potential concern such as ease of use, flexibility, scalability, security, reliability, the legal aspects of geographically dispersed data centers and regulatory compliance.

Since that time, many organizations have enjoyed the benefits associated with cloud technology, in particular; no more major investments in a premise-based infrastructure, easily accessible workforce management (WFM) data in real time 24/7, the ability to scale up and down the number of users instantly, new features added automatically and free of charge, allowing more time and resource to spend on delivering outstanding customer experience.

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Gazing back into the crystal ball – what came true

Still not convinced? For those still deliberating over whether or not to take a cloud-based approach to WFM here are three very good reasons to make the switch:

  1. Flexibility and Scalability – the flexibility of cloud technology means that contact centers can now work the way they want, not as technology dictates. Many contact centers need to seamlessly grow (or shrink) to cost-effectively react to market changes. Cloud WFM solutions can be easily right-sized depending on requirements, for example this is perfect for seasonal businesses. Simply pay the low, flat, monthly fee per user with no more costly software licenses for extra staff.

  2. Advanced functionality – cloud solutions are upgraded on a continuous basis, rather than according to the availability of internal IT resources. New functionality is often aimed at improving efficiency and the benefits can be realized immediately. As cloud applications are designed to be available from anywhere, this means that home workers do not require special setup and advanced functionality can be quickly and easily deployed across multiple sites.

  3. Cost – WFM in the cloud means zero investment in server hardware and software licenses, zero investment in operating, supporting and upgrading server hardware and software. Many adopters achieve return on investment (ROI) within the first month and lower overall total cost of ownership (TCO). New functionality, maintenance, innovation and 24/7 support are typically included in the user fee, with payment simply for as many agents as needed. If the cost of making the move to the cloud is your biggest worry – think again it could be well worth the switch.

A Welcome New Revelation

What Teleopti hadn’t predicted was the ability of cloud-based WFM to make life easier – and happier – for contact center agents. Happier agents lead to reduced employee churn and therefore large cost savings which further contribute to return-on-investment (ROI). We all know happier staff equal happier customers therefore another benefit has emerged as a result of cloud and provides an additional incentive to take the cloud-based route.

By leveraging cloud-based applications for WFM, unparalleled flexibility, scalability and significant cost savings are gained, as well as the richest features and the latest functionality. So what’s keeping you from making the switch? 

#contactcenterworld, @Calabrio

About Jeremy Hamill-Keays:
Jeremy has worked in both R and D and Sales/Business Development, including Product Management for large scale systems on mobile networks. He was Product Director for one of the first cloud solutions targeting the gaming industry. He is co-author of four patents in the areas of messaging and M2M technology.

About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Disability Laws

Read today's tip or listen to it on podcast.

Published: Thursday, February 1, 2018

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2023 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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