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Dispelling the Myths Surrounding the Hosted Call Center

December 20, 2011
By Susan J. Campbell, TMCnet Contributing Editor

The excitement surrounding the cloud has generated significant attention regarding the promised benefits for the enterprise. At the same time, opposition has surfaced, with a number of articles arguing against the use of the cloud, especially for communications. inContact considers this opposition to be nothing more than myths and aims to dispel them in a quest to continue to promote the virtue of the hosted call center.

This inContact blog is the third in a series of blogs explaining away the myths. This one in particular looks at whether or not cloud solutions such as the hosted call center imply a lack of control over data, as well as an inability to integrate with other applications that are already installed on the network.

You don’t have to look far to find someone arguing against the cloud when it comes to control over mission critical data. Those sounding the cry often claim that companies lose control over their operations and find themselves at the mercy of the application provider for everything involved in the process of doing business.

Such arguments tend to overlook one of the key advantages with cloud-based applications: the robust interface developed by providers to offer control over the daily operations to functional managers. In other words, the cloud – even in the hosted call center environment – enables managers and businesses to have more control over their data, not less.

Companies that have already implemented cloud-based solutions such as the hosted call center have often referred to the benefit of greater control without the involvement of IT management. Changes can now be made to the application or the network without waiting for an IT manager. In the hosted call center environment, this allows managers and supervisors to more closely manage their own centers. Plus, much of the data captured and managed can continue to reside on company databases.

Another myth that tends to surround the cloud is the assumption that it is difficult to integrate into the current environment or processes. When you take a hard look at on-premise contact center solutions and compare them with the hosted call center model, the former requires much more complex and expensive CTI (News - Alert) integration. The hosted call center is delivered in applications that are typically built with the latest Web services technology, which makes them easier to integrate.

There are truly a number of benefits offered through the hosted call center that some have set out to camouflage by suggesting pitfalls that don’t actually exist. The best course of action is to thoroughly explore the options to gain an understanding of the associated technology to determine whether or not it is a good fit for your environment. 

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco

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