IVR System Benefits, Collect Customer Info Fast, Cloud Predictive Dialers

One is that, simply, it can be a critical part of a positive customer experience, and that’s old news -- way back in 2010, TMC noted a survey conducted by Alcatel-Lucent found that "three-quarters of 4,200 respondents said they would continue to business with a company with which they had a great contact center experience." Actually, half of all respondents told Alcatel-Lucent they’d dropped a company based on a poor contact center experience.

Year ago TMC’s Linda Dobel wrote

About a year ago TMC’s Linda Dobel wrote, "multi-site, multi-source contact centers have, at this stage, come to appreciate the many benefits of transitioning to the cloud. All in all, the biggest concern, and in a word the biggest hold back, is security." Things haven’t changed all that much between at the time and now. For hosted predictive dialers, that’s even so a central issue; the common thinking is that, during cloud computing may be the big disruptor, if that disruption includes security concerns, count us out. Paul Shread, editor-in-chief of the IT Business Edge Network, recently took issue with the concept that adopting cloud computing for a call center necessarily means a security tradeoff; that to get the benefits of cloud computing’s price, convenience and other goodies, you have to sacrifice your current comfort level of security.