An interview with Ernie Megazzini, Vice President, Cloud Strategy, CoreMatrix, and Ryan McGraw, Service Cloud Practice Lead, CoreMatrix
Q: What do you mean by implementing a customer service and support center in the cloud?

EM: Simply said, it's a significant improvement in customer service through new age manner and ways.

The world is changing and customers are demanding better service than ever before. In the past, when they had problems with a new car, they had to go to the dealership and talk with a car salesperson. If something broke, and they needed to do a return, in most cases, they had to talk to a human being.

In the new age, they don't have to talk to a human being. Their interactions may not necessarily be face to face with a customer service representative. Instead they can interact electronically — via the web, phone, voice, etc. — and that's what it means to deploy customer service in the cloud.

Q: What are the advantages of this type of solution?

EM:...