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White Paper

The Rise of the Cloud
Contact Center

Since their inception more than 15 years ago, cloud contact center services were primarily tailored for Small-to-Medium Businesses (SMBs), offering scaled-down features in exchange for convenience and low cost-of-entry. Over time, new advantages to hosted services became clear: disaster recovery, integration of at-home or remote agents, future-proofing through automatic upgrades, and more.

Despite these advantages, the function and control portfolio remained well-behind available premise-based options. Today, as the early adoption phase of the hosted contact center solution fades into the past, a new breed of cloud-based offerings are emerging that have redefined the value proposition and changed the game.

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