CX Top Tips

John Grasso of Windstream on Cloud Contact Center Software

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The report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%.

Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference. It was also interesting to have John share how they are trying to differentiate against their many competitors.

Watch John Grasso of Winstream share insight on Cloud Contact Center Software. Click to Tweet

About Windstream

Windstream (NASDAQ: WIN), a FORTUNE 500 company, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S. Windstream offers bundled services, including broadband, security solutions, voice and digital TV to consumers. The company also provides data, cloud solutions, unified communications and managed services to business and enterprise clients. The company supplies core transport solutions on a local and long-haul fiber-optic network spanning approximately 125,000 miles: About Us Page

Multi-tenant Or Dedicated Environment

multi-tenant environment may also be referred to as the public cloud. This is where you buy/rent a “server slice” in a cloud computing environment that is shared with a number of other clients or tenants.

A dedicated environment may be referred to as the private cloud computing. This is where you buy/rent an un-shared space in a cloud computing environment.

Dedicated or private clouds, including Virtual Private Clouds, are most often preferred by mid and large size enterprises. This is most often due to security and compliance requirements.

To optimize their investment some organizations may use a hybrid cloud. This is a mix of public and private cloud computing, where public cloud resources are integrated with private or virtual private cloud services to create a unique hybrid environment.

Managed versus Hosted Cloud Services

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Having your hardware and software in the cloud does not automatically mean everything is administered and maintained. You must have a separate agreement for this.

A hosted solution may require that you are responsible maintenance, management, and administration of the applications and software. You must keep everything in working order.

Managed cloud services means that maintenance and management is handled for you. This option may help you to reduce your IT staffing requirements, but also requires you to relinquish control to you provider.

As with hosting, a hybrid managed model may be available for you to explore.

Are you Ready for the Cloud?

There is a large number of enterprises, of all sizes, moving to the cloud. Based on MarketsandMarkets’ forecasts this movement to the cloud has merely just begun.

If you need help making that decision you might want to contact John at : john.grasso [at] windstream.com.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


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