A guide to choosing CCaaS for enterprise that delivers performance at scale
In his article for the No Jitter website, Sytel’s CEO Michael McKinlay draws an insightful analogy between buying a house and software acquisition….
The universal law of communications is that things go wrong. Every formal signalling protocol has this fact built into its design. But all too often, this doesn’t extend to the rest of the infrastructure that runs the contact center. So... what happens when things break?
Some vendors' claims for very high uptime - maybe 99.999% - refer to software only. But for cloud-based contact centers, the vast majority of downtime is caused by hardware and network failure. This blog looks at the real areas of risk.
Data produced by virtual/ cloud-based contact centers has the potential to grow massively in a short time, and is virtually unlimited. Managers must carefully consider how to cope with, and extract value from, this big data load.
How do providers of high availability cloud-based or hosted contact center services prevent failure and disaster from becoming loss of service?
As delivery of cloud computing services threatens to become a way of life, it is timely to look at where vendors like ourselves should be concentrating their efforts to ensure high availability.