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CCaaS: Is It Delivering on its Promises?

Cheryl Odee Helm (Contact Centre Consultant, Helm Communications, Inc.)

Frank Tersigni (Chief Customer Officer, Altivon)

Dustin Snidow (Workforce Management Supervisor, Forecast & Planning, Gopher Sport)

Richard Hathaway (Principal, RLH Telecom Solutions, LLC)

John Marino (President and CEO, VoiceFoundry)

Location: Sun D

Date: Wednesday, April 1

Time: 8:00am - 8:45am

Pass Type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Vault Recording: TBD

Contact Center as a Service (Cloud Contact Center) has been around since the early 2000s, yet only in the past few years have vendors’ offerings become more mature in their feature sets, more reliable, and able integrate to various third-party applications (CRM, WFM, quality assurance, knowledge management). Also in the last few years, the number of vendors has increased, along with steady adoption from small to large organizations embarking on CCaaS. The promise of CCaaS includes: lower cost of ownership; easier and faster deployment; ability to ramp agent licenses and capacity up or down quickly; ability to buy features a la carte or bundled; and upgrades whose costs are usually included in the price and often entail no outages.

In this panel, we will discuss whether the promises made have come to fruition; the differences in implementing a cloud versus a premises based solution; which architecture can better support integrated or omni-channel customer experience; and whether applications for agents, supervisors and administrators are easier to use in a cloud or premises based solution.


* Understanding the elements to consider when evaluating TCO of cloud versus an on-premises solution.
* Considerations for implementing cloud compared to an on-premises solution.
* Some of the differences in creating an integrated or truly omni-channel customer experience in a cloud compared to an on-premises solution.
* Potential differences in user (agent, supervisor, administrator) adoption of a cloud system versus premises.