{"id":9970,"date":"2020-05-28T11:28:57","date_gmt":"2020-05-28T10:28:57","guid":{"rendered":"\/gb\/en\/blog\/?p=9970"},"modified":"2023-01-16T17:04:40","modified_gmt":"2023-01-16T17:04:40","slug":"the-flexibility-of-cloud-contact-centre","status":"publish","type":"post","link":"\/gb\/en\/blog\/the-flexibility-of-cloud-contact-centre\/","title":{"rendered":"The Flexibility of Cloud Contact Centre"},"content":{"rendered":"

Last month, RingCentral teamed up with UC Today to run <\/span>CC Expo: Virtually Together<\/span><\/a>. This virtual expo focussed on the practical applications of cloud communications and contact centre<\/a> and the tangible benefits they can bring to businesses.<\/span><\/p>\n

In one session <\/span>Andy Conolly, IT Service and Operation Manager at Costa Express, described his biggest challenge in moving the company\u2019s customer communications to the cloud.<\/span><\/p>\n

Lessons from the past<\/h2>\n

About a year ago, Costa Express was still tied to a legacy on-premises telephone system. The company recognised the need to move to a more resilient setup. Andy\u2019s previous experience with cloud systems led him to recommend Costa Express find a solution that allowed employees to work from anywhere in the world without having to worry about VPNs or hardware and maintenance. The ideal solution would deliver simple access to a flexible and scalable global system.<\/span><\/p>\n

In the past, Costa Express had experienced some severe problems with their on-premises system when heavy rains led to water leaks, forcing them to switch off the power to the whole office building. That meant employees weren\u2019t able to make and receive calls, and weren\u2019t even able to update the phone system to inform customers that they were experiencing technical difficulties.<\/span><\/p>\n\t\t