Enghouse Interactive Q&A: Is a cloud Contact Center solution the right choice for my business?

As time goes by, more and more experts are recommending the implementation of a Cloud Contact Center, due to the important advantages it offers. However, there are still questions about whether or not this migration process is appropriate for the operations of a given business.

Undoubtedly, it is key to consider all possible variables in the transition. You may be thinking that a cloud solution is not the solution for you, mainly because of security issues. You may think that you could lose control of all your information, or you may even be a bit wary or fearful of being the victim of a cyberattack that could expose your data and affect your organizational stability. But a cloud platform is the most suitable in almost any circumstance. It provides high levels of security, improves efficiency, optimizes processes, and supports the transformation of organizations.

The benefits of the cloud are so considerable that it is difficult to overlook them. That is why more and more companies are adopting this model. Many are driven by the pandemic situation, others by a necessary digital transformation issue. 

So, if right now you are wondering if moving your contact center to the cloud is right for your business, you might be considering these frequently asked questions.

1. Is the cloud as reliable as an on-premise solution?

If you currently have an on-premise solution and something goes wrong, you should trust your technology team to resolve the situation. Or even ask your vendor’s IT staff to help you with a solution.

On the other hand, with a cloud solution, you have these key aspects in your favor:

  • Leverage IT resources: In this case, you may not have to worry about the whole issue of support for your contact center solution and free your technology team to deal with more relevant activities for you. With a cloud solution, you have End to End support and outsourcing of services, infrastructure, and costs. Real-time and 24/7 monitoring of your solution.
  • Security: With cloud technology, it is not necessary to make an additional investment in cybersecurity. With a reasonable and fair investment, it is possible to have a secure and redundant connection to keep your data and services always available and secure.
  • Availability from anywhere and at any time: It is no longer necessary to depend on a physical work center to provide business continuity. Regardless of the place or time, it is possible to offer an excellent customer experience, while achieving your business objectives.

2. How much flexibility do I need with my Contact Center?

The answer is simple. As much as possible. Flexibility and scalability are the main advantages of a cloud solution.

Physical Contact Centers are difficult to adjust. Adding one more person to your team of agents represents more costs in the short term. Or on the contrary, if you want to make some kind of seasonal “cut”, you would be left with an unnecessary surplus. A cloud contact center is much simpler to adapt. It is possible to add positions and channels according to your needs without worrying about anything but your business.

Likewise, with a cloud contact center, you use and pay for what you need. In other words, you have an on-demand service. This allows companies to adapt to seasonal increases and decreases in business, with the flexibility and scalability needed at any given time.

3. Public, private, or hybrid cloud: which option should I choose?

There are 3 ways to implement cloud services: public, private, or hybrid. However, their implementation method depends explicitly on your company’s needs. 

  • Public cloud: This is the most common type of deployment, where the cloud resources are owned and managed by a provider. With a public cloud, all the components are owned by the provider.  Among its advantages are pay-per-use, scalability, short-term contracts, and also the possibility of protecting the company in situations of seasonal changes. Microsoft Azure is an example of a public cloud.
  • Private cloud: This type of implementation corresponds to the computing resources used exclusively by an organization. It can be physically located on the company’s premises or with an external provider. In this case, all services and infrastructure are privately maintained within a network.
  • Hybrid Cloud: As its name suggests, this combines both the local environment and the cloud infrastructure. In this way, all information moves between the two environments.

Undoubtedly, every organization is different. Therefore, when it comes time to make a decision, it is also worth considering all of these implementations and the advantages that each offers.

4. I’ve made the decision to migrate to the cloud, now what?

Once you have defined the cloud model you are going to implement, the choice of the technological partner or provider with which you will deploy the solution is vital. 

For this reason, we recommend that you carry out an exhaustive analysis, both financially and in terms of infrastructure, so that you can define which solution best suits your operational needs. But one important thing to keep in mind is that you must be sure to choose a provider that offers a multi-tenant environment. This will avoid difficulties and will provide you with multiple benefits.

Obviously, the advantages of migrating your Contact Center are many. So, don’t wait any longer and increase the efficiency of your customer services and transform the customer experience with a cloud contact center solution. 

Enghouse Interactive’s cloud solution is Presence SmartCloud, based on Microsoft Azure. It is the most flexible cloud solution on the market, as it allows you to combine packages without license limitations, adapting in real-time to seasonal increases and decreases in business, without any penalty or added cost.

If you want to see how this tool works live, request a demo without obligation and one of our experts will contact you to analyze how Presence SmartCloud can help you optimize your Contact Center operations and offer you a customized solution for your needs.

Sourced from: Enghouse Interactive. View the original article here.

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