18, April 2017
There is no denying the fact that cloud contact centers have caused a huge upheaval in the call center industry.
Firms that need more computing capacity now get it all done in minutes, thanks to cloud technology. Companies small and large are already joining the bandwagon and moving into the “cloud”. Yet with all the growing interest, a great deal of misunderstanding around cloud contact centers still persists.
Below are some common myths about cloud contact centers:
Security is the top concern when it comes to cloud contact centers and it is a common belief that data stored remotely is less safe than data stored in-house.
However, that is far from being the truth.
In fact, cloud contact center solutions are typically delivered from a highly-protected Tier 4 data centers. These data centers are built to protect any customers from any type of service disruption.
Cloud vendors use the same type of industry best practices as enterprises with mission-critical IT operations. All data is encrypted and monitored 24×7 to ensure security in the cloud.
Moving to the cloud does not mean losing control. This is just another common myth associated with cloud contact centers, since data is stored remotely it is available for public view.
However, data stored in the cloud is subjective to the same privacy laws as that stored on-premise, the only difference being the jurisdiction of the data center on which it is stored.
Pre-defined access rights will ensure that users see what they need to see, while the control rests with the management.
Cloud-based applications can co-exist with traditionally purchased and deployed applications like CRM, databases, billing systems, analytics etc.
Today, software vendors emphasize more on interoperability and ‘out-of-the-box integrations’ that provide the necessary connectors and APIs that makes it easier to integrate.
The integration process will be more simple and fast, if the underlying system is built with international standards.
This myth stems from the fact that early hosted contact centers had limited features, for example, the software could be accessed only through a company’s network.
However, today we have contact center software solutions that are delivered through a wide range of architectures including Software-as-a-service (SaaS), Platform-as-a-service (PaaS) etc.
The key is to select a solution that best meets your contact center needs, discuss with the service provider about the specific architecture that offers guaranteed service.
Again a misconception. Cloud contact centers are far cost-effective compared to on-premise. It helps to cut expenditure on upfront costs like hardware expenses and software upgrades.
The subscription based model helps to shift the CAPEX and OPEX to OPEX only. Cloud enables to switch servers off during lower demand periods to limit the idle infrastructure costs and also allows to increase additional resources during peak periods such as Black Friday or Cyber Monday.
The above are the common myths that deter companies from adopting cloud contact center technology. It must be remembered that moving forward, cloud based call center solutions is here to stay. It is time for businesses to start investing in cloud and drive innovation that delivers best customer experience.