Introduction
Most cloud based contact center implementations typically handle anywhere from 50 to 250 seats. Which means the market for medium to large cloud contact centers has matured considerably over the years. This leaves the question: what about call centers with less than 50 agents? For the most part, smaller call centers have been forced to go for either less proven solutions, forget about advanced features and/or go for on-premise software, regardless of whether they want to or not. Now, there are solutions that can not only scale up but more significantly, scale down as well without call centers losing out on the benefits of hosted cloud centers.
For smaller call centers, the issue they face is choosing between an on-premise solution or a cloud-based solution. To decide on a cloud-based contact center, all departments of the call center, from IT to the decision makers, must decide if the organizations main sales and technology priorities line up as well as ensuring those priorities are served by a cloud-based call center. One of the key benefits to moving to the cloud or even simply a newer implementation is new technology gives call centers a better chance at competing with larger companies. As the smaller call center presumably has less raw manpower to work with, automation (accomplished with typically newer and more advanced technology) equalizes the playing field for smaller call centers. It may be a cloud-based implementation is just the thing your call center needs.