This article is condensed and originally appeared on ContactCenterPipeline.com.
As the shift to cloud-based services continues, the BYOC model offers an attractive option for customization, control and cost savings.
The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use and operate contact centers, for example, are rapidly adopting cloud-based services as they rethink their technology strategies in response to economic trends and industry changes.
The move to cloud-based contact center services is a strategic transition that positions enterprises to be able to effectively manage an influx of demand for traditional contact centers. For example, across the board, call center wait and resolution times have increased from approximately 18 seconds to more than 20 minutes. In other cases, contact centers have asked customers to call later or provide a call-back function. With the cloud, contact centers can handle more traffic, grow and strengthen their solutions and provide better service to customers.
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