Historically, the call center has been focused on person-to-person collaboration in which the focus was developing a system that allows a customer service representative to efficiently handle calls from customers.
A recent request for information from FedBizOps.gov revealed that the U.S. Department of Veteran Affairs is working to deploy a cloud-based business telephone system, InformationWeek reported.
During 2011, cloud computing emerged as a key enterprise and small business technology, enabling organizations to get more done while using fewer resources.
Current economic conditions are creating an environment in which small businesses need to find ways to improve their operational capabilities while reducing costs.
In Muskegon County, Michigan, the local government plans to consolidate its current telephony infrastructure into a new business phone service system built on voice over IP technologies, the Muskegon Chronicle reported.
Historically, businesses approach unified communications technology as a collection of various technologies, including business phone services, videoconferencing, text messaging, email and other similar systems.
Videoconferencing and telepresence technologies are traditionally among the most expensive and difficult unified communications technologies to employ.
As more businesses work to implement cloud computing solutions in a diverse range of enterprise environments, trends are emerging to show which systems organizations tend to be moved to the cloud first.
Cloud-based systems for unified communications are becoming more popular, led by increased cloud web conferencing investments by businesses.