ABSTRACT
Automatic Call Distribution licenses typically are an expensive feature in premise-based platforms, but in cloud-based platforms ACD licenses are affordable and available for small enterprises to leverage for their contact centres. Even with a local delivery model, where some of the equipment is located at the organization's data centres, companies and enterprises still do not have full back-end access to these platforms due to security and best practices. Bringing them to the Cloud simplifies the delivery of Omni channel communications that include voice, chat, email, video conferencing, and social media response. Even though cloud-based communications platforms have revolutionized the contact centre model, there are trade-offs and limitations of cloud-based systems in comparison to premise-based. The platforms also offer robust integrations with other vendors like Salesforce, Zen Desk, and Microsoft allowing even more powerful tools to be integrated with their contact centre platform.
