7 Myths About Moving Your Contact Center to the Cloud
81% of premise contact centers in North America will consider cloud solutions over the next 12 months, according to Statistica. Is your company considering a move to the cloud but are concerned about performance, availability, costs, or security?
Here are 7 myths about cloud contact centers and the truths around them.
Myth #1: My Contact Centers are too critical to my business to hand over to a cloud provider.
There is no doubt that contact centers are the crucial “front door” of organizations with their customers. Customer experiences with a company can be made or broken with the interactions that take place in contact centers. And while the people and processes of a contact center are critical, the technology and infrastructure enabling the contact center are easily supported in a cloud environment. Call centers are a unique mix of purpose built applications, infrastructure, and complex technologies requiring a unique set of technical skills to manage and support them. This paradigm is further reinforced with the addition of newer technologies such as voice analytics, chatbots, and Artificial Intelligence (AI).
Moving the call center to the cloud opens a host of opportunities for enterprises to take advantage of these newer technologies and gain operational efficiencies. Leveraging cloud services enables businesses to focus on their people and CX improvements leaving the day to day support of complex underlying technologies to the cloud provider.
Myth #2: Moving to the Cloud means I must share platforms & technologies through multi-tenant solutions, which might lead to sacrifices in performance and security.
Shared or Multi-Tenant solutions are no longer the only cloud solutions offered. Solution providers now offer an
array of solutions including Private and Hybrid implementations. Given the dramatic decrease in hardware costs and efficiencies of compute in scale, private cloud solutions are now as affordable as multi-tenant solutions. Hybrid solutions encompass implementations where part of the solution resides in the cloud and part of the solution remains on customer premise supporting interoperability either for migration purposes or to maintain support for a significant premise investment. Hybrid configurations give customers the flexibility to architect a solution that is right for them while simultaneously laying the ground work for further expansion to the cloud.
Myth #3: Moving to the cloud is a painful, disruptive process that has minimal benefit to my organization beyond operational cost.
Moving to the cloud can actually act as a change enabler within an organization expediting the benefits of cloud, both across the technologies deployed and with the people and processes supporting them.
Moving to the cloud may be a quick enabler to a long overdue Telecom and/or call center infrastructure refresh. SIP Transformations and the implementation of newer technologies are typically implemented quicker and more cost effectively than complex premise implementations or expansions. Cloud can also provide a roadmap to call center centralization and standardization
moving away from complex legacy distributed solutions. Opportunities for increased high availability and disaster recovery typically follow a cloud services implementation achieving levels of availability and security that would be difficult to reach with local facilities and network.
Myth #4: Moving to the cloud means my team has much less control.
A Private or Hybrid cloud means that only your firm is operating on the platform. No other customers share the platform as they would in a multi-tenant solution. Private or Hybrid cloud implementations provide customers with the degree of access they choose to maintain. Go ahead and make the changes to your IVR or skills-based routing strategies, and do it anytime you would like. Don’t want to be bothered with those changes, then we stand ready to make those changes for you. The degree of access to your applications will be yours to make not the vendor.
A private cloud solution offers full transparency while leveraging the benefits of cloud resources, expertise, and efficiencies.
Myth #5: A move to the cloud could result in the loss of the value of existing and future license investments, or a locked in subscription-based pricing.
Flexibility is key, and license ownership should not be a barrier for cloud consideration. If you have a significant existing license investment or prefer software ownership, private and hybrid cloud implementations support capitalization models. Alternatively, subscription-based pricing can provide access to technologies at a lower or no capital cost point.
With vInteract, both capitalized and subscription models are available enabling alignment with a customer’s budget allocation cycles and preferences.
Myth #6: Moving to the cloud means adopting whatever infrastructure technology the cloud provider uses—even if it is not compatible with my corporate standards.
Private cloud allows for businesses to maintain certain standards and practices including: Choice of
Hypervisor, Database, Storage, and Hardware vendors. Private cloud enables a mix of technologies uniquely implemented based off the customer’s existing investments and standards. Such flexibility typically enables a smoother migration both on and off cloud solutions.
With a private or hybrid environment the customer can also specify their level of desired access providing full transparency within a dedicated environment.
Myth #7: I may have to give up some security to move to the cloud.
Security is a big concern for all types of businesses and many industries have seen an uptick in regulatory measures related to the contact center. With a private cloud, like vInteract, your platform is not shared with any other entity so a security breach from another company on the platform is non-existent. In fact, moving the call center to a private cloud provides an opportunity to segment certain technologies like call recording (PCI) enabling simpler compliance audits.
Private cloud provides an opportunity to realize the efficiencies of a purpose built, call center specific infrastructure with optimized quality and security controls.
vInteract by Voxai
Cloud Contact Centers provide many resource, cost, and performance benefits. vInteract is a private cloud solution which incorporates Genesys contact center software and has the flexibility, capabilities, and efficiencies for your business to realize call center excellence. We leverage technology as the enabler to facilitate real change within your organization.
vInteract also includes the skills, expertise and best practices of a team who has been managing hosted enterprise contact centers for over 12 years.
Contact your Voxai representative to inquire about how vInteract can benefit your business.