inContact Case Study www.counterpath.comCounterPath - Case Study The Challenge Many businesses are starting to recognize the benefits of cloud contact centre technology. Premise-based call centers represent a legacy approach that is less flexible or agile to adapt to changing modes of customer interactions and business realities. Premise solutions require large investments in networks, call handling technology, and voice desksets. Cloud communications technology can optimize business core investment and help companies transform the care they provide to customers. More and more, call centers are turning into multichannel contact centers, and the tools they use are changing. For example, by using IP-based technology, call centers can avoid investing in hundreds of hard voice deskse

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