This is Ziptone's dossier on cloud applications in customer contact. On this page, you will find an overview of all relevant articles on cloud, cloud platforms, and cloud applications. This dossier is closed. It is no longer updated.

Last update: May 13, 2026

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• Everything you need to know about cloud applications in customer contact
• Cloud: strategy and vision
• Cases and Applications

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Everything you need to know about the cloud in customer contact

Want to save costs in customer contact? Take a look at your cloud bill Looking for a cloud solution? In addition to costs per second or costs per seat, also take into account additional work costs, hidden costs and exit costs.

What are the alternatives to US CCaaS solutions? "CCaaS Made in Europe" is an independent market overview with 51 comprehensive and 22 concise profiles of European-based vendors and their cloud-based contact center platforms. Ziptone's editorial team compiled the "CCaaS Made in Europe" market survey to provide decision-makers and strategists in customer contact and CX with insight into the offerings of European CCaaS providers as potential alternatives to established US players. This overview can help organizations consider a plan B, especially when there are reasons to identify and/or mitigate dependencies and risks surrounding software, data, and infrastructure.

Switching to 'CCaaS made in EU': not a piece of cake Those who want to be less dependent on American software can switch to European alternatives, but that's a complex undertaking. The same applies to contact center software: there are plenty of options. But simply replacing business applications isn't enough. The contact center's IT stack also consists of many supporting components. Understanding this complexity is essential to developing a plan B. Ziptone can help you get started.

Everything you need to know about cloud computing Quite a few years ago, cloud computing was a hype - mountains of gold were promised - and there was still some cold feet among both consumers and companies. But nowadays cloud computing is the standard in IT. This basic article focuses on the definition of cloud computing, costs and flexibility in the cloud and the risk of cloud lock-in.

Four out of five contact centers have opted for a cloud-based routing platform or have migration plans. Only a small group of contact centers seems determined not to go for cloud-based contact center software. However, the typical promises of cloud solutions – which are also often used as an argument for a migration – are not fulfilled to full satisfaction in all cases. This is evident from research by Ziptone among 51 Dutch contact centers. Read the article and/or download the report with tips and trends. 

Cloud: strategy and vision

What is the alternative to big tech's cloud? Concerns about dependency on US cloud providers – often home to the contact center platform and more – are growing.

Want to save costs in customer contact? Take a look at your cloud bill Looking for a cloud solution? In addition to costs per second or costs per seat, also take into account additional work costs, hidden costs and exit costs.

10 Common Cloud Strategy Mistakes According to Gartner – Gartner has one handy checklist for organizations that want to formulate a cloud strategy. The key lesson, Gartner said, is that business strategy drives cloud strategy and guides those who will implement the strategy. It should co-exist with other strategic efforts, not try to duplicate them. Gartner customers can learn more in “Infographic: Cloud Strategy Cookbook. "

Will cloud-based ICT continue to function when Putin blows up transatlantic cables? Government agencies are allowed to use commercial cloud services 'under strict conditions'. The international developments of recent weeks – surrounding the war in Ukraine – make it clear that a hard requirement must be added, namely that cloud-based ICT must continue to function when Putin blows up transatlantic cables. Blog by Bart Jacobs, professor of computer security and privacy.

All the benefits of the cloud with cloud-native software – Cloud-native applications play an important role in rolling out a cloud-first strategy, as do new development methods and new ways of working.

Switch to cloud? Customize processes. “If you have to change platform, you can also look around”. Those who switch from an on-premise to a supplier's cloud solution must take process adjustments into account. Read more

The internet of things: good for 50 to 100 billion connected devices in 2020. Is that realistic? And what is the impact of the internet of things on customer service? Ziptone spoke in 2017 with Erik Peeters, managing director Internet of Things at KPN. Read more

Success factors for real-time customer contact processes For real-time processes in customer contact to work properly, the location where data is located will increasingly become a failure or success factor.

Applications/Cases

All opportunities for customer contact in healthcare Alerta provides, among other things, care at a distance and has to deal with various data streams, including data from various ECDs and domotics applications. So how do you choose a future-proof customer contact platform?

Aegon switches to Amazon Connect Aegon is switching from Avaya to Amazon Connect. This ensures acceleration and cost savings, but the implementation does require full attention.

The contact center to the cloud in a month's time Migrate your contact center to the cloud in a month? Roompot succeeded.

 

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