We help our clients every step of the way: designing, implementing and supporting on-site or cloud contact centers. There is nothing we haven’t seen. Contact Centers are what we do everyday.

Our team knows Contact Centers inside and out. We understand the need for your Contact Center to be highly integrated into a business and its applications.

These are the most common Contact Center questions we get from clients and potential clients.
To help answer them, we’ve prepared a quick comparison below and have a team of experts on hand, ready to help. And remember, we never charge to give our two cents.

– Cloud contact center solution
– Microservices Architecture built on public AWS cloud
– Strong Disaster Recovery / Business Continuity Built In
– Global
– Multi-Channel
– No stand-alone IVR and WFM solutions yet
– Built in “light” WFM
– Powerful, Built in IVR and Scripting tools
– Elegant, Easy Administration
– Built as “platform” for 3rd party eco-system developers to build custom applications (like Inflow)
– Hybrid Options for Local Dial Tone and Data Store
– Unified Communications / PBX / Collaboration Included
– Can be layered on 3rd Party PBX
– Strong Contact Center Knowledge and Culture

– Mostly On-Site Installations
– Onsite solution has built-in powerful IVR
– Onsite solution has powerful reporting options
– Basic Multi-Channel
– Cloud Solution has basic feature sets
– Currently requires ShoreTel PBX
– Limited hybrid options available (with ShoreTel Connect)

– Cloud contact center solution
– Monolithic “cluster” based architecture in InContact data centers
– Global
– Multi-Channel
– Stand-Alone IVR and WFM Solutions
– No Unified Communications
– Dedicated Circuit Common
– Powerful and Complex Administration, IVR, and Scripting
– No premises / hybrid option
– Can be layered on 3rd Party PBX
– Powerful Reporting
– Strong Contact Center Knowledge and Culture