A question I am often asked is, if I migrate my contact centre solution to the cloud, can I keep my existing phone numbers? The ones the public use to call me. Listen in to find out.

Active-Active - why is this important when considering cloud telephony?

Resilience - you don't want to hope for the best if one of your provider's data centres fails

This podcast explains how, if you make the right choice, you should not experience latency on calls where callers are in one continent and agents in another

Listen to this short podcast to learn how the best providers of cloud solutions do not require planned downtime to make upgrades

If you still have an on-premise contact centre, have you replicated all those computers and lines somewhere else? Do you have separate feeds from the electricity grid? Battery backup? Procedures? Do you test this?

Listen to this podcast to learn about all the things you should be thinking about when on-premise.... and the things you don't have to think about if you go with a cloud provider who does all that for you.

If you have a smart contact centre then you won't need a menu.

But for most businesses a menu (or IVR) is needed.

Listen to this podcast to learn best practice

You're looking at a cloud contact centre. You've watched demos, explored features and you are ready to make a shortlist.

But wait!

Have you thought about non-functional requirements? Things like support; a community; resilience; security and many more.

Listen to this podcast for some ideas.

A question often asked when looking at a new cloud contact centre is, can I keep my existing phones

If you are thinking about moving your CTI to the cloud, and if you have to do an RFP, then there are some things you should think about before you make a start on the RFP

There is some confusion over the terms CTI and VoIP. Are they the same? If you want CTI do you have to have VoIP? Listen to this short podcast to find out