TMCnet Cloud Call Center Week in Review

By Rich Steeves, TMCnet Web Editor

Each week we like to take a look back at highlights and top stories in the world of technology and communications. Here is a quick review of all the news regarding cloud call centers.

First, there was some good news as Alpine Access, a provider of cloud call center solutions and services, reported a 54 percent growth in revenue in 2011. Company officials attributed the growth to its continued focus on supporting a work-at-home model, and Alpine Access secured 10 new enterprise clients in 2011. "I am extremely proud of our team's accomplishments in 2011," said Christopher M. Carrington, president and CEO of Alpine Access, in a statement. "We came into the year after a great 2010 that would have been tough to match, but by all measurements our 5,000 employees knocked the cover off the ball once again.”

In other news, popular Internet retailer Overstock.com announced that its cloud call center partnership with Echopass has resulted in savings of over $26 million in the last five years. Echopass provides consulting services to Overstock.com in order to ensure high quality performance in the contact center. "Echopass participated as a key partner to help us manage our business and achieve our corporate objectives. In addition, in the five years we have saved over $26 million dollars,” said Carter Lee, vice president of Information Systems and Technology at Overstock.com. “With Echopass, we've built a much more agile organization that can focus on creating competitive differentiation in our markets rather than infrastructure management."

Finally, TMCnet Contributing Editor Susan Campbell wrote a piece explaining how a cloud call center can be a better option than offshoring. Campbell pointed out that a cloud call center allows for optimization of key elements without the substantial overhead involved with other deployments. She went on to discuss how federal legislation is aimed at curtailing international outsourcing of call center jobs, and how cloud call centers can be a better option in light of these forthcoming changes.

Well, that’s a quick tour of the cloud call center news from this week. But stay tuned to TMC (News - Alert) for the latest developments in this space!