“Why should we spend time and money testing, we are buying Cloud?” When organizations migrate their contact centers to the cloud, one of the most common assumptions is that the cloud provider will take care of everything, including platform performance and reliability. As a result, many companies ask: “Why should we pay for testing when we are buying Cloud?” This perspective, while understandable, overlooks critical aspects of the contact center ecosystem that extend beyond the

Value-Added Resellers (VAR’s), Systems Integrators (SI’s), and Contact Center Vendors play a critical role in delivering seamless customer service solutions. Whether you’re implementing new integrations, upgrading systems, or enhancing customer interaction pathways, the work you do directly impacts the quality of the customer experience for your clients. But one aspect of delivering these changes is often under-prioritized: User Acceptance Testing (UAT). UAT is the safety net that ensures every change or enhancement is fully validated

Work in a much more collaborative way by removing silos and aligning teams to deliver continuous improvements to your CX operations. Making the change to a DevOps methodology within a call center cannot be done overnight. From getting buy-in from departments to sourcing the right technology to make it all happen, there are many steps that need to be thought through ahead of its implementation. In this guide, we will walk you through the processes

The ‘Cloud’ has been the number one IT buzzword of the past ten years, proving the concept is no passing fad. It arguably represents the most fundamental adjustment in IT practices in recent years. But what is it, how is it different from an on-premise call center, and what does it mean for your business? Cloud storage is running software and services on the internet, on a server run by the cloud provider, instead of

Buying from the large players was often perceived as the safest choice. Why? Because going with the trusted legacy brand was seen to offer the most security, reliability, and quality. The risk of embarking on large projects often exposed decision-makers because they would be held accountable for failure. If they had to make a choice between proposals from different vendors, going with the giant in the room seemed like a logical, safe choice to ensure