Call Center Hosting Cloud Infrastructure & Hosting Models 2 — Questions and Answers
Question 1: Which cloud service model would let a call center developer deploy a custom application without managing the underlying servers?
- IaaS
- PaaS (Correct answer)
- SaaS
- DaaS
Correct answer: PaaS
PaaS (Platform as a Service) provides a managed environment for developing and deploying applications without server management.
Question 2: What is 'CCaaS' in the context of call center hosting?
- Call Center as a Solution
- Contact Center as a Service (Correct answer)
- Customer Care as a System
- Cloud Communication as a Service
Correct answer: Contact Center as a Service
CCaaS stands for Contact Center as a Service, a cloud-based model where a vendor provides all contact center capabilities.
Question 3: Which factor most directly drives a call center to choose a hosted cloud model over on-premises infrastructure?
- Lower internet bandwidth needs
- Reduced capital expenditure (CapEx) (Correct answer)
- Full control of physical hardware
- Elimination of all latency
Correct answer: Reduced capital expenditure (CapEx)
Hosted cloud models convert large upfront hardware costs (CapEx) into predictable recurring operational expenses (OpEx).
Question 4: In a CCaaS environment, who is responsible for maintaining and patching the telephony software?
- The call center IT team
- The CCaaS vendor (Correct answer)
- The internet service provider
- The end user
Correct answer: The CCaaS vendor
In a CCaaS model, the vendor owns, maintains, and patches all software and infrastructure components.
Question 5: What does 'geographic redundancy' mean for a hosted call center?
- Using multiple languages in the IVR
- Data and services replicated across multiple physical locations (Correct answer)
- Routing calls based on customer ZIP code
- Having agents in different time zones
Correct answer: Data and services replicated across multiple physical locations
Geographic redundancy means duplicating infrastructure across multiple data center locations to survive regional outages.
Question 6: Which metric best measures a cloud call center platform's ability to remain operational over time?
- Average Handle Time (AHT)
- Uptime / Availability percentage (Correct answer)
- First Call Resolution (FCR)
- Cost per Contact
Correct answer: Uptime / Availability percentage
Uptime percentage (e.g., 99.99%) measures how reliably the platform remains available and operational.
Call Center Hosting Cloud Infrastructure & Hosting Models 2
Which cloud service model would let a call center developer deploy a custom application without managing the underlying servers?