the best cloud architecture for your contact center
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Upfront Investment
Control / SecurityBusiness Continuity
Risk Aversion Deployment Speed
Demand Elasticity
HYBRID CLOUD uses a mixture of cloud types, including private,and distributed public clouds
Contact center managers reporting the ability to add agents and change functionality as being vital to their operation
82%
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Upfront Investment
Control / SecurityBusiness Continuity
Risk Aversion Deployment Speed
Demand Elasticity
DISTRIBUTED CLOUD a public cloud where hardware and software resourcesare automatically distributed and available on-demand
70% Companies reinvesting cloud $$$ savings into product and service innovation, offerings, sales efforts
Upfront Investment
Control / SecurityBusiness Continuity
Risk Aversion Deployment Speed
Demand Elasticity
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PUBLIC CLOUD hardware and software reside at a location outside of thecorporate network, resources may be shared or dedicated
83%Companies now actively deploying cloud technology
14%Companies now evaluating cloud technology
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Upfront Investment
Control / SecurityBusiness Continuity
Risk Aversion Deployment Speed
Demand Elasticity
PRIVATE CLOUD hardware and software reside within the corporate network,under the control of the IT department
74% Technology decision-makers who are confident in the security of information their company places in the cloud
Sources2014 IDG Enterprise Cloud Computing Study, IDG Enterprisehttp://www.consultia.co/wp-content/uploads/2014/11/IDG-Enterprise-Cloud-Computing-Research-2014.pdf RightScale 2015 State of the Cloud Reporthttp://assets.rightscale.com/uploads/pdfs/RightScale-2015-State-of-the-Cloud-Report.pdf Cloud Computing Research, Manchester Business Schoolhttp://www.rackspace.co.uk/sites/default/files/whitepapers/Rackspace_Cloud_Report_Economic_FINAL.pdf The US Contact Center Decision Makers Guide 2014, ContactBabelhttp://www.contactbabel.com/pdfs/apr2014/The%20US%20Contact%20Center%20Decision-Makers%20Guide%202014.pdf
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Investment Type Purchase technology up front – or pay for what you use over time. Control/Isolation Keep control of access, applications, and data – or just focus on the big picture. Business Continuity Guard your business against outages. Deployment Speed Set up a contact center in a few hours – or over a longer period. Risk Aversion Do you want to get in early as an innovator – or wait and see? Demand Elasticity Are your contact volumes consistent – or do they swing wildly?
Consider these points in the graphs below as you make your decision.WHICH ?BEST FOR
WO
RK
S
YOUTYPECLOUD
Which model meets your needs? Which one supports usability for all? Which best fits with your existing architecture?
Just ask yourself three questions about the four options to make your decision.
Choosing the right cloud architecture can be simple.
ACCELERATING CLOUD CONTACT CENTER ADOPTION
BESTTh
e CloudArchitecture
for Your Contact Center