It’s the end of another week, and time for a summary of the week’s happenings in the world of cloud call centers.
The increased use of outsourcing, along with mass adoption of the at-home workforce model, has had a profound effect on how security is conducted in today’s contact centers. Sophisticated security solutions are necessary to prevent unauthorized information access and ensure the confidentiality and integrity of all communications.
For “cloud-based” virtual call centers, this means addressing both the network infrastructure and the virtual, home-based employee agents, including their home office work environment. Implementing the following industry best practices for security will reduce risk for organizations seeking to take advantage of the cost-saving and other advantages of utilizing an at-home workforce. For security tips for cloud call centers, click here.
Cloud-based call centers are revolutionizing the call center industry. With a cloud call center, customers can enjoy the latest advancements in communications such as predictive dialer, virtual queuing and the like without investing in costly infrastructure.
Recently, Global Connect (News - Alert), a provider of cloud call center solutions, announced it enhanced its cloud-based dialer with predictive dialer and automated voice-messaging capabilities.
The new GC1 Peak Dialer now includes features like Call Blending, Preview and Manual Dialing, Sub Second Direct Connect and Call Recording with coach monitoring and barge. Additionally, the cloud-based dialer features an Agent Portal with real-time agent level reporting and monitoring.
For more cloud call centers news, be sure to visit TMCnet again next week for all the latest developments.
Erin Harrison is Executive Editor, Strategic Initiatives, for TMC, where she oversees the company's strategic editorial initiatives, including the launch of several new print and online initiatives. She plays an active role in the print publications and TMCnet, covering IP communications, information technology and other related topics. To read more of Erin's articles, please visit her columnist page.
