Contact Center Solutions Featured Article

Westcon-Comstor System Improves Contact Centers

April 24, 2017

A recent move from Westcon-Comstor should be welcome news for anyone looking to turn a contact center from a giant room full of phones and equipment into a much simpler hosted environment. More specifically, the company is adding Servion's ServCloud system, and that's a measure that will ultimately go a long way toward making the contact center even better and easier to work with.

Servion's ServCloud is a complete hosted contact-center-as-a-service (CCaaS) tool that offers not only a marketplace of tools of its own, but also a slate of analytics and other mechanisms geared toward giving the contact center a leg up in easier operations. By extension, easier operations generally mean lower-cost operations, which is commonly a welcome addition to most anyone's lineup.

The ServCloud system itself is built around the Cisco Hosted Collaboration Solution, reports note, and represents the only CCaaS tool that's geared toward the enterprise user and offers complete end-to-end operations across not only voice operations, but also multi-channel interactions.

Given that the cloud-based contact center market is expected to reach $15.67 billion in total market just by 2021, with a compound annual growth rate (CAGR) of 23.6 percent, it's clear that having a dog in this hunt will be vital going forward. With ServCloud's system now in Westcon-Comstor's marketplace, the company now has a great way to address issues of major growth markets with a system that should be just as valuable today as it will be tomorrow.

Westcon-Comstor's senior director of cloud, Matt Karst, commented “Businesses are moving towards more omnichannel communications by engaging customers in a variety of ways—voice, email, chat, social media and more. It’s the perfect time for solution providers to talk to customers about better managing all the incoming data and analyzing the customer journey. As a hosted solution, ServCloud allows solution providers to enter the CCaaS space with minimal investment and ramp-up time.”

When Westcon-Comstor can augment its marketplace sufficiently to take on a major new line of business just by adding one company's product line, it would almost be an inconceivably bad idea to not bring it in. We've seen how the cloud-based contact center market is on the rise, and we've seen what the ServCloud system can do, so to incorporate these systems into current operations just makes sense. Throw in the impressive value proposition that Westcon-Comstor can deliver to its end users and it's easy to see why Westcon-Comstor brought it in play.

The contact center is going to be a major front for customer contact for the foreseeable future, and bringing in better tools to keep such a system running at its peak will be vital to success going forward.