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In the cloud but not in the dark – Opinion piece by Jed Hewson

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The business case for cloud-based call centres is irrefutable – it is almost always better to leave the procurement, configuration, operation, maintenance and updating of a complex technology platform up to the hosting provider.
The host, after all, has the economies of scale to offer a fixed, reasonable monthly charge, the vendor relationships to procure the most cutting-edge technology, and the specialist skills to keep it in mint running condition.

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