Call Center in the Cloud: Is it cheaper and simpler?

In a recent article in InformationWeek "Call Center in the Cloud: Cheaper and Simpler" there are some interesting customer case studies, interviews and research that summarize the key benefits of cloud computing in the call center. Some highlights from the article:

• Call centers convert on-premise IT systems to cloud-based systems for flexibility, scalability, ease-of-use and substantially lower cost.
• They need to scale up and down and want to unify service across multiple sites
• Besides relieving contact center operators of IT maintenance, they also avoid the capital expense of IT hardware
• Cloud-based call centers can save large enterprises as much as 50% compared to on-premise systems

The article also contains some research by Frost & Sullivan. Please click here to get to the article.