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Moving to Cloud Contact Center – Common Myths and Blockers

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Robert Wakefield-Carl
By: Robert Wakefield-Carl
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Are we ready for the cloud? That is a question many companies are asking themselves today. With growing accessibility to the cloud and trust in it, many businesses are delving into virtual technology with products like Office 365 and other SaaS applications. However, many businesses have hesitated to make the switch to cloud contact center, often due to specific, and sometimes inaccurate, concerns.

Exploring these concerns in detail may help you determine if your organization is ready to move to the cloud.

The Complex Challenges of Migration

Moving your call center to a cloud involves more than just configuring applications to fit your individual needs. Instead, you have to consider how to bring trunks to the carrier, porting numbers, the configuration of headsets for WebRTC, access to local database resources, and many other details that make the task of moving from premise to cloud seem daunting. In addition to the logistical aspect of migration, you must also carefully consider voice quality, responsiveness, and interaction with internal systems.

If the complexities of migration are holding you back from moving to the cloud, a phased approach may resolve your fears.

First, don’t consider moving everything over at once. Create a strategic plan for the migration – tackling the process in phases, rather than all at once can take much of the challenge out migrating and allow you to focus on successful completion of smaller steps.

Second, consider working with a third-party migration consultant. The added manpower, coupled with a consulting firm’s migration experience, should make the process of moving your contact center to the cloud much more manageable.  (Make sure to review the partner’s credentials in cloud AND contact center experience to create a seamless user and customer experience.)

With proper planning and support, making the move to the cloud doesn’t have to be challenging, nor should concern over the process prevent you from considering a move to the cloud.

Compatibility Concerns

Another common concern that holds many organizations back from the cloud is system compatibility. Knowing that your on-premise contact center solution is compatible with your other enterprise systems can make the leap to the cloud, and potential compatibility issues, feel worrisome.

Fortunately, there are ways to alleviate the concern over compatibility.

Start by looking for cloud applications that can work with your current system. For instance, if you have an outdated contact center on your current PBX, consider moving just the agents to a cloud solution with advanced contact center functionality instead of replacing your current system.  Agents can use their local phone or a headset with WebRTC to connect to the cloud solution and offer customers superior service at a fraction of the price of upgrading your current on-premise solution and with no interruption of service to the contact center.

Remember that customizations and third-party integration solutions are an option. If you are unable to identify a cloud solution that is compatible with all of your current systems, it may be possible to address the issue through custom development or the addition of a third-party application.

Keep in mind cloud contact center vendors are continually adding new features, functionality, and integrations into their offerings. If compatibility is a deal-breaker today, some patience and diligence may pay off – chances are, vendors are already acting to resolve these concerns.

Filtering Fact vs. Myth

As you can see, there are many factors to keep in mind when considering a move to cloud contact center. In most cases, concerns are valid and should be addressed before a decision is made. However, it is important to filter through the myths and opinions relating to the cloud before making your decision.

If you are considering a move to a cloud contact center environment, it may be helpful to discuss your goals, concerns, and options with the right partner. The objective advice you receive will help you make a truly informed decision.

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Robert Wakefield-Carl

As VP of Contact Center Innovation, Robert Wakefield Carl leads the contact center innovation group at Avtex. His work focuses on the art of the possible with demos, training, and setting up test beds for the latest in communications systems. He strives to help Avtex clients to better understand how customers can use emerging and innovative technologies like AI, Bots, and Big Data. Robert has been in computers for most of his life and in the communications/contact center arena for the past 20 years. Robert currently resides in California with his wife and four children.

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Share:
Robert Wakefield-Carl
By: Robert Wakefield-Carl

As VP of Contact Center Innovation, Robert Wakefield Carl leads the contact center innovation group at Avtex. His work focuses on the art of the possible with demos, training, and setting up test beds for the latest in communications systems. He strives to help Avtex clients to better understand how customers can use emerging and innovative technologies like AI, Bots, and Big Data. Robert has been in computers for most of his life and in the communications/contact center arena for the past 20 years. Robert currently resides in California with his wife and four children.

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