Call Center Hosting Cloud Infrastructure & Hosting Models 2

Question 1

Which cloud service model would let a call center developer deploy a custom application without managing the underlying servers?

Accepted Answer

PaaS

Answer

IaaS

Answer

SaaS

Answer

DaaS

Question 2

What is 'CCaaS' in the context of call center hosting?

Accepted Answer

Contact Center as a Service

Answer

Call Center as a Solution

Answer

Customer Care as a System

Answer

Cloud Communication as a Service

Question 3

Which factor most directly drives a call center to choose a hosted cloud model over on-premises infrastructure?

Accepted Answer

Reduced capital expenditure (CapEx)

Answer

Lower internet bandwidth needs

Answer

Full control of physical hardware

Answer

Elimination of all latency

Question 4

In a CCaaS environment, who is responsible for maintaining and patching the telephony software?

Accepted Answer

The CCaaS vendor

Answer

The call center IT team

Answer

The internet service provider

Answer

The end user

Question 5

What does 'geographic redundancy' mean for a hosted call center?

Accepted Answer

Data and services replicated across multiple physical locations

Answer

Using multiple languages in the IVR

Answer

Routing calls based on customer ZIP code

Answer

Having agents in different time zones

Question 6

Which metric best measures a cloud call center platform's ability to remain operational over time?

Accepted Answer

Uptime / Availability percentage

Answer

Average Handle Time (AHT)

Answer

First Call Resolution (FCR)

Answer

Cost per Contact