Enhancing contact center performance using cloud computing: a case study on telecom contact centers

Abstract

Cloud adoption is a critical strategic decision for many organizations. The high growth potential of the cloud computing services market attract telecom service providers into this new investment area for sustainable revenue growth, as it offers a means to supplement the declining traditional services revenues as well as profit from their core businesses such as voice and messaging. Telecom service providers can play many potential roles in cloud ecosystem including those of a cloud customer, enabler, partner and/or broker by using their inherent advantages that give them an edge over other traditional cloud computing service providers. There are two main reasons why telecom service providers should consider becoming engaged in cloud computing- to reap the benefits of cloud computing for IT optimization and to exploit new business opportunities. This work is focused on potential impact of cloud computing on operational performance in a telecom contact center through IT optimization.