Traditionally contact center platforms have been deployed at enterprise premises. Today the cloud allows us to more easily add capabilities for expansion.

With distributed computing, open web architecture and fast high-capacity data communications the requirement for a self-service platform to be located with the systems it interfaces with has been relieved.  This has paved the way for more creative, flexible commercial arrangements for the deployment of self-service technology.

There are numerous technology providers who offer platforms on both per port licensing basis or as a managed service in the cloud.  The more innovative providers are also able to offer a hybrid model where a system is installed at the enterprise and paid on the traditional model of licenses and ongoing maintenance and support.  In addition the system is configured for traffic to flow on to hosted services in the provider’s data center once the on premise system has reached capacity.

This means that the port count for the purchases solution can be lower without the risk of denying service because the system is at capacity. All the traffic operated by the hosted part of the solution is paid for as it is used.

Having almost near limitless resources at your disposal also gives you the ability to be more adventurous in adding functionality, or carrying out testing as there is no risk to increasing call times and therefore volumes. You have no limit on capacity.

IVS has built partnerships with the best hosted platform providers in the business and has consultants ready to guide you through your journey to the cloud.