Cloud vs Onsite – 6 ways cloud beats on-premise infrastructure for contact center operations - Cognia - ContactCenterWorld.com Blog
Cloud is a strategy decision, not an IT decision
Contact center managers increasingly see cloud as more than an alternative to on-premise infrastructure, but as the preferred choice.
‘When we first started talking about cloud, the discussion was about it being cheaper but I think we’ve matured to a much more subtle view of what cloud means,’ – Art Schoeller, principal analyst at Forrester.
By the end of 2014, 62 percent of companies had already implemented cloud-based contact center solutions, according to a benchmark study by DMG Consulting. Cloud isn’t disruptive anymore. It’s the new normal.
In fact, Steve Morrell, an analyst at ContactBabel concludes that, ‘the trend towards cloud adoption seems unstoppable for a large part of the contact center industry.’
So why do contact centers work so much better with cloud technology?
1 The shift from CAPEX to OPEX
As Opus Research’s report, ‘Beyond the checklist: 10 attributes of cloud contact centers’ rightly points out, ‘The move to the cloud started as a blatant play to save money by cutting capital expenditures on new equipment and software.’
While the benefits of cloud have evolved since then, the point still holds true. The cloud provides an infinitely scalable and flexible resource that can be paid for like any other utility: as you consume it not years in advance.
2 Technology that meets business needs
The near-instant scalability of the cloud means you can respond rapidly to fluctuating customer demand. And since cloud technology isn’t dependent on location, agents can easily work from home or other remote locations– a big potential boost to productivity and business continuity.
As Klaas van der Leest, UK managing director of Intelecom says, ‘the ability to add agents across centralized or distributed locations can make the difference between success and failure when responding to customer demand.’
3 Global deployment, central management
Ensuring business-wide consistency while allowing for regional needs across distributed contact centers can be a big technological headache.
With the cloud, however, you can deploy the same technology to every location and manage local permissions and configurations centrally. Plus, since cloud environments can be spun up so quickly, new contact center deployment is much simpler and faster, no matter the location.
4 Focus on what you do best
When you move to the cloud ‘there is a rise in agility as you can free up some of your people to do more of the important things in the contact center,’ says says Art Schoeller, principal analyst at Forrester.
Contact center managers should be focusing on workflow optimization, productivity, customer service, conversion rates and employee development. Outsourcing the technology needed to achieve those goals to cloud-based providers, do it all in-house and on-premise, gives them the capacity to do just that.
5 Outsource your biggest problems
PCI compliance, security, service uptime and hardware maintenance take a lot of time and resources. Moving to reputable cloud providers hands these problems over to people who can devote significant resources to them.
Efficiencies of scale mean that the best cloud providers can offer much better service level agreements, better security and more advanced technology than most firms can provision in-house on an economic basis.
At Cognia, for example, we’ve built our cloud services on Amazon Web Services, which has more than ten times the computing capacity of the next 14 largest infrastructure vendors combined. Our products also ensure sensitive payment card data never enters your call center, de-scoping over 90 percent of PCI compliance controls while protecting your customer data with multiple levels of encryption and security.
6 Better security
It’s simple: just as cloud providers are experts in technology and can provide the kind of resilience and scalability that would be impossible to achieve on-premise, so it goes with security.
You have the rest of your business to think about; security isn’t your specialty. For reputable cloud vendors, however, it can be their biggest differentiator and selling point.
It would be foolish to suggest that the cloud is a fix-all for all contact centers, and of course, each deployment and vendor should be assessed against business need. More often than not, however, cloud will win out.
Publish Date: August 13, 2015 5:00 AM
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