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Current challenges & trends and their effects on contact centers


At present, a telephone is still the most important communication channel, especially regarding sensitive or urgent matters. But of course, the digital transformation does not stop at telephone customer support – so what changes are contact centers facing? In an interview with Jacob Nimocks, Director Solutions Consulting at ASC Americas, he discusses trends and challenges and shows the importance of communication recording and analysis for contact centers.
 

Cloud computing in financial services – The future of banks and insurance companies is in the cloud


The demands of financial service providers in the security and availability of cloud services are incredibly high. But yet, moving IT services to the cloud promises financial service providers more efficiency, too. Consequently, it does not come as a surprise, that the financial industry is venturing out into the cloud as well following a trend that other sectors have already taken to the next level.
 

Eleven criteria to consider when selecting a cloud service provider


Trust is one of the most important criteria when it comes to selecting a cloud service provider. Consequently, customer and provider must jointly define organizational, operational, technical, and infrastructural measures which guarantee a maximum of trust and security in cloud usage. In this article, we have compiled a list of the key factors to consider when selecting a cloud service provider.