5 Reasons to Move to a Cloud Contact Center

More contact centers are moving to the cloud now than ever before. Cloud contact centers make day-to-day operations run smoother, easier, and ultimately reduces cost. Shifting business to the cloud is usually a company wide process, and when your operation makes the switch to cloud based systems—that most businesses will by 2020—make sure your contact center is included in that migration. And if smoother day-to-day operations and a lower operating cost isn’t enough to convince you of the benefits a cloud contact center offers, here are five more:

Global, Flexible Workforce
Contact center staff have one of the largest attrition rates of any business unit in any industry. It can be difficult to find qualified workers within driving distance of a contact center location, and nearly impossible to find support staff with specialized knowledge capable of providing Tier 3 and 4 support. Cloud contact centers are flexible by their very design. The software that agents use is web based, and with the latest Java Telephony soft phones available, you don’t even need a desk phone for agents to field calls. Cloud contact centers let you deploy workers anywhere in the world, but have calls routed to them just like they were on-site. And with the latest agent management software contact center supervisors can measure the productivity of all workers, both remote and in house.

Cloud Maintenance is Easy
All the computer hardware in your office will eventually break or become obsolete—your premise contact center hardware is no different. Cloud service providers are responsible for maintenance of the cloud equipment and ensuring you stay operational, taking the burden off of the end-using business and your in-house IT staff.

Operational Cost
One of the biggest benefits to deploying a cloud based contact center is the billing structure—a regular Operation Expenditure (OPEX) model instead of an irregular Capital Expenditure (CAPEX) structure that requires large amounts of capital spends every few years. Cloud contact centers bill users monthly, this means that each bill can be planned for and built into your operating budget.

Newest Applications
Contact center applications are now incredibly efficient and feature rich now. This is only a recent happening in the last five years or so. With traditional premise contact centers adding new software was costly, required down time, and was complicated to fully deploy. With cloud contact centers new software can be rolled out during scheduled maintenance windows and executed by the cloud provider you use. No more outages or confusing software installs.

Disaster Proof
Having all your contact center hardware onsite is like having all your eggs in one basket. Natural disaster, fire, or flooding can wipe out a multi-million dollar contact center in a matter of minutes. Cloud contact centers have all their equipment in a secure data center, safe guarding your contact center against natural disaster. Additionally, many cloud contact center providers, like Cameo Global, deliver redundant network architecture—meaning that there is a backup system running in parallel to the live one so if a network component on system ‘A’ goes down, then network ‘B’ will kick-on without service interruption.

Technology as a whole is in the midst of a major shift toward the cloud—in the next few years the cloud will process most of the computing that’s executed on a daily basis. More often than not migrating to the cloud is a company-wide decision. While it’s important to leverage the latest collaboration and communication mechanisms, make sure that you update you contact center offering when your business migrates to the cloud.

Learn more about cloud contact centers in this datasheet or contact one of our experts for a consultation.

Cameo Global Attains PCI and HIPAA Compliance

Cameo Global awarded certificates of compliance after meeting rigorous standards audit.

PLEASANTON, Calif. – August 3, 2016 – Cameo Global, an international collaboration solutions provider and world leader in Cisco architecture, today announced that they have achieved both Payment Card Industry (PCI) and  Health Insurance Portability and Accountability Act (HIPAA) compliance certification. With this new certification Cameo can now supply industry leading Cisco collaboration and contact center solutions that meet PCI and HIPAA regulations. Cameo has a long history of successfully supporting clients in the healthcare and retail verticals and these certifications validate their commitment to security standards.

“The security of our customers’ data in Cameo Global’s CloudBluTM platform has always been a fundamental goal,” says Mark Handermann, Chief Technical Officer at Cameo Global.  “Achieving PCI and HIPPA compliance is another step in assuring our customers’ data is being protected according the highest and most rigorous industry standards.”

The PCI and HIPAA certificates were awarded after months of stringent audit and compliance review processes. Cameo will be audited on an annual basis by a third party vendor in order to maintain both PCI and HIPAA compliance. The PCI and HIPAA compliance certifications apply to Cameo’s cloud architecture design. Cameo’s CloudBluTM, a Cisco certified HCS cloud architecture, is one of few cloud collaboration products that is both Cisco certified and PCI and HIPAA compliant.

Cameo Global wins N. America’s largest Cisco HCS for Contact Center solution

Large Healthcare provider tops a list of several strategic new clients migrating to CloudBluTM

PLEASANTON, Calif. – June 30, 2016 – Cameo Global, a collaboration solutions provider, has been awarded the largest Cisco HCS for Contact Center contract in North America. Cameo Global’s CloudBluTM, a Cisco certified hosted collaboration and contact center solution built in the cloud provides a full suite of market leading voice and contact center applications enabling a higher level of customer experience and productivity via an easy to consume monthly subscription model.   Upon completion of the Cisco HCS deployment later this year, the client will have 5,000 named agents located in contact centers around the world including US, India and work-at-home agents.

In addition to the healthcare industry win, Cameo Global is seeing a mix of new customers migrating to CloudBluTM that cut across several verticals including finance, retail, manufacturing, and technology services.  Each of these new customers are seeing the benefits of partnering with Cameo to deploy a flexible customer care platform that delivers today’s most advanced communication applications including omni-channel, recording, workforce optimization and a powerful multi-vendor reporting engine.  Each of these new logos have contributed to a record year for our cloud business with booking revenues up over 200% YTD in 2016.

Philippe Verhees, CEO of Cameo Global, said “The overall customer experience and how easily and effectively we communicate the right information via the right channel is paramount to ensuring future business.  Customers rely on us to deliver monthly cloud services offerings that they would struggle to implement on their own. We feel strongly about empowering our clients with competitive advantages and CloudBluTM delivers on this promise, it is truly ‘Customer Experience as a Service’”.

Cameo Global to Provide Large Insurance Company With Voice & Contact Center Managed Services

Cameo Global, a collaboration solutions provider, has signed a long-term contract agreement with one of the largest insurance companies in the U.S. to provide voice and contact center managed services for their global workforce. By leveraging Cameo Global’s Network Operations Centers located in the US, Europe, and India, the insurance company’s 800+ agents will have a team of global experts from Cameo monitoring their system around the clock, ensuring customer interactions are handled reliably and efficiently.

Cameo was chosen to provide voice and contact center managed services because of their extensive expertise and reputation for building and maintaining Cisco’s Collaboration platform, with specific global capabilities in Cisco’s Unified Contact Center Enterprise (UCCE). With Cisco certification as an ATP UCCE partner as well as a Master Cloud and Managed Services partner, Cameo is uniquely qualified to assist clients in delivering best-in-class customer experience.

As part of Cameo’s value to the insurance company’s overall customer satisfaction metrics, Cameo will not just maintain their existing system, but will work closely with their business units to bring additional productivity enhancements to their customers. Tim Brannock, Cameo Global’s Chief Marketing Officer said, “We pride ourselves on aligning our technology expertise with a customer’s business strategy. The customer journey today relies on many levels of omni-channel communication; consequently it is critical that a company integrates their client’s phone calls, emails, and web chats. The days of separated customer interactions are over, you cannot compete without analytics and context aware services.”