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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