Data Privacy and GDPR rules in Europe are hot topics these days. Going for cloud solutions and implementing, for instance, a cloud contact center, puts probably even more focus on getting compliancy with data privacy rules.
Many companies publish how they handle GDPR questions, and so does Salesforce on this page.
An important question to answer when comparing on-premise communication platforms with cloud contact center solutions, may be budget! And what does it bring to your Salesforce project?
As with everything, there are different Cloud Contact Center solutions which integrate with Salesforce. As a company it is not really easy to see the differences. Thorough analysis is needed to understand which solution best fits your company.
While you need to align your requirements with the available functionalities, here's already a list of Cloud Contact Center solutions available on the market:
In part 1 we disussed on financial considerations, in part 2 we looked into functional reasons when considering telephony and omni-channel integrations (CTI) with Salesforce. In this final post, we discuss some technical items that may influence your decision to go (or not) for a Cloud Contact Center solution.
In our previous post, we already discussed some financial reasons to go for a Cloud Contact Center solution or not. In this post we look deeper to possible functional reasons.