Aspect: Is a cloud contact centre right for your business? You are thinking that it is probably is – and that the time to make the move is rapidly approaching. But sifting through all the cloud marketing hype and drilling down to the real benefits and financial implications is no easy task.
The best thing to do is ask for clarification on a wide range of variables that need to be carefully considered, from customer expectations to internal processes, long-range and short-term objectives, as well as costs, contracts, incentives and more. Better yet, Ask a CFO.
The Ask a CFO program was developed by CFOs for anyone in need of CFO-level decision making guidance regarding cloud-based contact centre technology. Ask a CFO – Get Answers to Cloud Questions
Q: How can the cloud drive bottom line results for the contact centre?
A: As traditional competitive advantages become commoditized, the customer experience is emerging as the new battleground for winning business and maintaining consumer loyalty. Additionally, research continues to show a clear correlation between customer experience and loyalty metrics and profitability… (Read Bob’s full answer)
Q: How do we know if we’re getting the right capabilities at the right price?
A: Find a vendor who can be a trusted partner in tailoring your contact center solution to your customer journey, thus ensuring you’re delivering the right customer experience on the right channels, with pricing that’s competitive. Once you have an understanding of the features that you require, do a side-by-side comparison and be sure you understand where there are charges for advanced services. Finally, make sure the pricing you are looking at includes a strong Service Level Agreement for high availability.
Q: What costs are often not included in “pay-as-you-go” cloud pricing?
A: You know you’ll be paying for agent seats – but you should ensure there won’t be hidden charges for product support, administrative fees for increasing capacity during seasonal traffic spikes, or expensive riders to ensure the uptime service level you need. Also, ensure you understand both inbound and outbound telco charges if you aren’t bringing your own lines.
Q: If I go cloud, will a change in the weather affect my data latency?
A: If a vendor tries to add on a charge for waterproofing your packets or blames their downtime on sunspots, you should probably stop returning their calls.
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