Five9 Blogs

By Ed Margulies A big challenge for practitioners of social engagement for customer care is the proper dispositioning of customer posts and interactions. In traditional contact centers, dispositioning can be handled by case management systems, ACD outcomes and CRM systems.

The following post is from guest contributor, Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. You can follow Sheila on Twitter @McGeeSmith.  

Fourth in a series debunking myths about the cloud… Myth#4 – The cloud can’t be customized. The idea that software in the cloud is not customizable is one that has been perpetuated by on premise software vendors and is simply false. In fact, software in the cloud can absolutely be modified to meet a particular organizations needs and in many cases it is less expensive to accomplish than with on premise software.  Open APIs enable cloud vendors to deliver low-cost customization options to customers.

Third in a series debunking myths about the cloud… Myth#3 – The cloud will replace IT. As noted in this Forbes article, “The problem with the equation cloud computing = IT job losses is that it’s a gross oversimplification.” As more and more organization deploy cloud solutions, IT plays the critical role of understanding the overall enterprise strategy and takes responsibility for bringing together a myriad of cloud solutions.

Second in a series debunking myths about the cloud… Myth#2 – The cloud cannot scale for large enterprises. The truth is actually just the opposite; one single organization is less likely to be able to scale more than a cloud software vendor. When delivering software in the cloud, the concept of economies of scale is key, so most cloud vendors build their solutions from the ground up with an innate ability to scale.

First in a series…