The promises of the cloud are abundant in the telecommunications space. Vendors promise everything from lower prices to improved redundancy. The key to better understanding the opportunities is to take a step back and examine how they relate to current challenges you’re experiencing and why the cloud is attractive in the first place. This is especially true for the contact center.
Given that the cloud offers a very different approach to the way we capture, move, and store data, there are a number of elements to consider when evaluating a migration. As a result, there is a considerable amount of content leading to myths that stop some decision makers in their tracks. Here, we’ll take a look at some of these myths and why they shouldn’t be derailing your plans for a cloud-based contact center.
Moving to the cloud immediately upgrades your operation. This myth is one that could quickly get you in trouble. The cloud doesn’t automatically improve your current operations, although it can end up being a better solution. The key is to clearly define your needs and evaluate cloud options to see how you meet those needs while still realizing the benefits the cloud has to offer.
The cloud makes your data more vulnerable. Perceived security risks are the most common delay in cloud migration. Moving data away from your in-house servers feels like you’re moving it away from the protection of your firewall. When placed on the server of a provider with vast resources, however, you actually gain access to better security and redundancies than you can create on your own system.
Contact center staff don’t want to move to the cloud. While it’s true that many people don’t like change, it’s easier to get behind an initiative when the benefits are understood. For the contact center employee, moving to the cloud could mean the opportunity to work from home, more flexible hours, access to more seamless systems, improved work performance, and more. The key is to communicate with staff why the change will be in their best interests.
Public, private, hybrid clouds…they’re all the same. A lack of understanding on how the cloud actually works is a great inhibitor. It can also lead to poor decision-making when the time comes. Vendors are a great resource to explain the differences among cloud options and what makes sense for the contact center.
Cloud applications are challenging to integrate. Like anything else, contact center application integration is only as hard as you make it. Cloud applications often offer APIs for easy integration into proprietary systems so your operations don’t have to change in ways that don’t make sense for your business. The open nature of the cloud makes integration a primary vantage point.
If myths like these continue to darken your plans to do anything innovative with your contact center, it’s time to contact TeleConsult Solutions. Since 2000, we’ve worked with companies just likes yours to determine the best approach to your operations. We’ll help you dispel the myths and implement solutions that make sense for all involved.