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The Cloud Based Contact Center: Common Myths

When the cloud was first becoming prevalent within workplaces, a cloud based contact center was almost unheard of.  IT Directors and managers of contact centers were reluctant to adopt a cloud based solution due to concerns about security, reliability, and control.  Because contact center operations are so vital to businesses in today’s world, these industry leaders had every right to be hesitant; if the cloud based contact center didn’t function properly, their entire operations could be shut down.

Fast forward to the present, and you will find that industry leaders can’t move to a cloud based contact center fast enough.  The fears of security, reliability, and control that were once causing hesitation are now the leading selling points for the cloud, and why contact centers all over the world are switching over every day.

The cloud continues to progress and improve. Its security is constantly being upgraded to ensure that businesses are following proper security protocols.  There are three basic measures that can be taken to certify that VoIP is secure: firewall, authentication, and authorization.  Firewall is a program that sets a barrier between your computer/network and the sources of security threats like hackers and virus mongers.  The process of authentication and authorization is usually based on a username and password, and ensures that the individual is who he or she claims to be.  Encryption secures the data passing over networks by changing it into a form that cannot be read very easily.

Cloud based contact centers now have nothing to fear when it comes to reliability, either.  With the use of redundancy and failover capability, cloud based contact centers now can rest assured that they won’t be missing or dropping calls, a luxury that traditional telephony does not offer.

Finally, cloud based contact centers have more control than those using tradition telephony.  Hardware is no longer an issue. Contact centers are able to have the most updated features. They don’t need to invest a lot of money into upgrading.  Also, many VoIP providers offer self-service portals which allow contact center managers to personalize and customize their telephony solution to meet their needs, as well as their customers.

See also Contact Center Benchmarking Report 2012

David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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