{"id":7147,"date":"2013-04-25T23:23:16","date_gmt":"2013-04-25T23:23:16","guid":{"rendered":"http:\/\/www.cloudcomputing-news.net\/news\/2013\/apr\/26\/cloud-based-contact-centres-taking-hold-thanks-roi\/"},"modified":"2013-04-25T23:23:16","modified_gmt":"2013-04-25T23:23:16","slug":"cloud-based-contact-centres-taking-hold-thanks-to-roi","status":"publish","type":"post","link":"https:\/\/icloud.pe\/blog\/cloud-based-contact-centres-taking-hold-thanks-to-roi\/","title":{"rendered":"Cloud-based contact centres taking hold thanks to ROI"},"content":{"rendered":"<p>Recent research by Nucleus put the focus on contact centres. Their claim was twofold &ndash; firstly that there was significant ROI to be had, but equally that choosing the cloud route allows for more cost-effective customer service &ndash; if not <em>better<\/em> customer service.&nbsp;<\/p>\n<p>Looking purely at cost, the case for the cloud-based contact centre is clear &ndash; the initial and ongoing costs are a fraction of on-premise options, for all the reasons that we&rsquo;re already well aware of (software, hardware, staffing &amp; resourcing). However, the claim that businesses who move from on-premise to the cloud are likely to recoup their investment solely through the savings on licences is a startling one.<\/p>\n<p>More interesting, though, is the intangible aspect of moving your contact centre to the cloud &ndash; the aspect that says &ldquo;your customer service will improve&rdquo;. Isn&rsquo;t this what we&rsquo;re all looking for? Essentially, the means of delivering excellent customer service is &#8230;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Recent research by Nucleus put the focus on contact centres. Their claim was twofold &ndash; firstly that there was significant ROI to be had, but equally that choosing the cloud route allows for more cost-effective customer service &ndash; if not bett&#8230;<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-7147","post","type-post","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/7147","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/comments?post=7147"}],"version-history":[{"count":0,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/posts\/7147\/revisions"}],"wp:attachment":[{"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/media?parent=7147"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/categories?post=7147"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/icloud.pe\/blog\/wp-json\/wp\/v2\/tags?post=7147"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}