Cloud-based Contact Center Services: Is Three Nines Enough?

B. Riggs

Summary Bullets:

• Cloud-based contact center service providers offer comparatively limited reliability guarantees
• IT buyers should carefully weigh their options to find the most reliable options

Summarizing his experience at Enterprise Connect, my colleague Ken Landoline said (in effect) that at the event it was impossible to swing a dead cat without hitting a provider of cloud services of one sort or another, and that lately providers of cloud-based contact center services are gaining in number. Interactive Intelligence has long had a cloud-based contact center service on offer. InContact specializes in cloud-based contact center services and has been seeing rapid growth as it expands its operations and signs up new partners. A dozen or so service providers are in various stages of releasing cloud-based services based on Cisco’s Hosted Collaboration Solution for Contact Center.