Cisco Blogs

Is Your Contact Center Ready for the Cloud?

May 27, 2014 - 2 Comments

As we meet with key customers, partners, and industry analyst around the world, there continues to be growing interest in cloud-based services for contact center and customer care, among other technologies. At Cisco, our focus for the customer contact business is to enable companies to provide customer care, in a flexible fashion, to support their corporate brand and customer experience strategy, regardless of the deployment model.

Cloud-based contact centers have moved into the mainstream, and the trend shows no signs of slowing down anytime soon. Businesses of all sizes and industries who move their contact center to the cloud are reaping the benefits, including rapid deployment, flexible scalability, pay-as-you-go pricing and access to the latest technologies and upgrades. In some cases, these are key differentiators between businesses that lag behind and those that thrive.

Migration to the cloud is not an all or nothing endeavor. In some cases, the traditional on-premises model is the best fit. And in other cases, it’s a mix between on-premises and hosted. Platform choice should align with overall corporate and IT strategy, as well as any needs for integrating the solution into an existing environment.

At Cisco, we’re committed to offering flexible deployment models that support on-premises, cloud or hybrid deployment of our Customer Collaboration solutions. With a commitment to deliver unparalleled customer value, customers can take advantage of hosted contact center services by using Cisco Hosted Collaboration Solution for Contact Center.

By partnering with an experienced Cisco Cloud Provider, businesses will benefit from rich contact center capabilities, including intelligent call routing, next generation agent and supervisor desktop, real-time and historical reporting, web 2.0 API’s, and multi-channel support, to name a few. With the most recent 10.0 release, Cisco Hosted Collaboration Solution for Contact Center continues to meet our customers’ growing needs. A couple of enhancements include support for small contact centers for up to 100 agents, and support for audio recording on the network with Cisco MediaSense.

We currently have fifteen Cisco Cloud Providers offering Cisco Hosted Collaboration Solution for Contact Center, and expect many more cloud providers to begin offering this service over the next several months.

Are you ready to run your contact center in the cloud? If you already have, how has it impacted your business? I look forward to hearing from you.

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  1. Thanks for the comment, Scott.

  2. Fantastic article Mr. Chris, but I think Equally important are the customer Contact Center Services that answer specific queries relating to customer issues, in the banking and utility sectors these are frequently used to answer customer questions relating to their account or payments, this type of service may even be used to respond to customer complaints and undertake retention strategies for dissatisfied customers.