making the business case for moving your contact center to the cloud
Embed Size (px)
DESCRIPTIONThe shift to the cloud makes sense for many contact centers, but does it make sense for yours? The growth of the cloud contact center is nearly ten times that of the premise-based sector, but do the benefits of the cloud justify a shift for your business?
• FLEXIBILITY advantage
Making the Business Case for Moving your Contact Center to the Cloud
1: Source: Ovum, 2013
2: Source: Interactive Intelligence, Web Event: Making the Business Case for Moving Your Contact Center to the Cloud, 2013
Click here to listen to the full web event recording
Why Start in the Cloud?
Words of wisdomYou don’t need to sacrifice functionality by moving to the cloud. Customers should define their needs and find a cloud contact center vendor that meets those functionality needs.
Premises-based = total control
Cloud-based = NO control
FALSE: the business can make changes in a timely
and comprehensive manner in the cloud with
access to the same level of control as a premises-
How a cloud deployment supports business continuity and aids in disaster recovery.
1. Geographically dispersed and redundant data centers2. Enables dispersed workforce to get online quickly3. Set up alternative sites fast when disaster strikes
• Ease of integration with other systems (premises or cloud)• Transition to cloud at your pace• Free-up IT for other priorities• Try out advanced features• Increase agility
Cloud to the rescue!
Cloud helpsdifferentiate the customerexperience1
Cloud customers should look at three areas when evaluating security and compliance:
1. Corporate (SOX, ISO 9001, JITC)2. Cloud services (SSAE-16 SOC II Type II, PCI)3. Data center (co-located within hardened, highly certified data centers)
How secure am I?
Service5. Customer Centricity
4. Cross-channel integration
3. Engaging in new channels
2. Internal Strategy
Linking data toimprove effectiveness
and reduce efforts
Access to the latest channelfeatures, tailoring to customers’
Reassigning resources to focus on innovation,staged migration of applications to cloud,
delivering efficient customer services
Moving from CapEx to OpEx cost model, selecting coremodules to migrate and developing a roadmap