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White Papers

• Ventana: Gaining Strategic Business Benefit by Deploying a Contact Center in the Cloud: Learn how organizations generate strategic benefits through implementing cloud-based contact centers, far beyond the more obvious and immediate tactical benefits.
• Aberdeen: Hidden Financial Benefits of the Cloud: Learn about the hidden financial benefits to large Enterprises by deploying a cloud-based contact center solution.
• O’Connell: CIO Decision Support Paper on Considering the Cloud: Learn how a large Enterprise CIO found success in the cloud: by creating a sense of urgency and starting with a mission-critical application.
• Frost & Sullivan Competitive Assessment: Investigate the explosive cloud-based enterprise contact center market and key customer benefits enjoyed by American Express, Overstock.com and Aon.
• Aberdeen: Deriving Business Value from Cloud-Based Contact Center Solutions: Explore the dramatic benefits cloud-based solutions provide for large Enterprises.
• Frost & Sullivan: Should Contact Centers Consider Cloud-Based Applications in Their Architecture? Planning Considerations for Cloud Strategies: Explore the cloud-based deployment options for call recording, analytics and workforce management, and learn how large enterprise contact centers are aggressively moving their applications to the cloud.
• Implementing Remote Workers and Contact Center Multi-Sourcing While Protecting Service Levels: Read how service level excellence can be maintained for remote workers and complex multi-site Enterprise contact centers, while dramatically saving costs.
• Saddletree Research—The Hosted IP Call Center Selection Process: Explore the vendor assessment and groupings in the product selection process, and match vendors to your specific needs and requirements.
• Nucleus Research: ROI from the Hosted Call Center: Explore how the benefits from improved technology and contact center management impact the ROI Echopass can deliver.
• Nucleus Research: ROI Case Study—Echopass and Outrigger Resorts and Hotels: Explore the timeliness and proven return on investment (ROI) this on-demand contact center customer experienced.
• Key Factors Driving Accelerated Growth of On Demand Contact Centers—Multiple Analysts: Explore what analysts from Frost & Sullivan, Datamonitor and Saddletree Research see as the key factors driving market demand for hosted contact centers.
• Jamison: Contact Center Hosting - When the Trend Becomes a Preference: Investigate how key factors we see everyday have accelerated the trend and preference of large Enterprises moving to the cloud.