Your 2019 Guide to Moving Your Call Centre to the Cloud
Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact centre to the cloud? With 2019 less than 60 days away it may be time to ask yourself what you’re waiting for.
As you start planning to move your contact centre to the cloud, there are five considerations worth digging into.
Do You Have Budget Restrictions?
If you’re on a tight budget, you may be concerned that a new system will break the bank.
True, the significant upfront costs of a premise solution may be more than you can afford. However, moving to the cloud can save you money since a cloud contact centre is an OPEX cost there is no upfront CAPEX cost.
Do variations in call volume make it difficult to staff the right number of contact centre agents at the right time?
Premise systems make scaling quickly and affordably more difficult that it should be.
Many contact centres carry additional seats at great expense to accommodate unexpected call volume. A cloud contact centre makes scaling, both up and down, easy and more importantly, more affordable.
Do You Face Challenges Created by Outdated Software and Infrequent Updates?
Budget restrictions (see #1) can mean there isn’t enough money in the kitty to update your premise system to the latest software. Or, your hardware is out of date and it’s too expensive to upgrade.
One of the many benefits of the cloud include always having the most recent software version and there is no hardware to update. Do you know what that means? You’re saving money from the word go.
Is Securing Customer Data a Priority?
We all know securing customer data is important. But oftentimes, technical and budget challenges prevent this from becoming a reality. Maintaining compliance with the Payment Card Industry (PCI) Data Security Standard and HIPAA can prove to be a challenge for premise systems.
Cloud contact centres are always up to date to help you keep customer data secure with SSL encrypted IP sessions, encrypted call initiation and RADIUS authentication.
Does Downtime Negatively Impact Your Business?
When your contact centre goes down, agents stand by while customers grow increasingly frustrated, unable to connect to your organization. That sounds expensive!
Uptime is important to maintain your bottom line. If you’re considering a move to the cloud, be sure your service is protected with an SLA.
If your current premise system is creating limitations that may be hurting your bottom line, there is no better time to move to the cloud. A cloud solution can provide small changes that could make a big difference for your contact centre.
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimisation and self-service capabilities within a single customer engagement centre, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.