cloud contact centersCloud contact centers have become a powerful solution for unlocking agility and providing the flexibility enterprises need to effectively differentiate their customer experience, while reducing cost at the same time.

But, will it always go that smoothly? In their 2012 survey called “Delivering large-scale IT projects on time, on budget, and on value“, McKinsey analyzes how IT efforts often cost much more than planned and how some investments can even penalize an organization. 

Here is McKinsey’s “value assurance” assessment model, which indicates how an IT project is doing against critical success factors. It’s appropriate for both large-scale and smaller-scale projects:

Source : McKinsey 2012

When considering this model for implementing a cloud contact center, two key questions arise:

  • Does the Cloud model, by design, ensure most success factors usually considered in Contact Center project?
  • What are the potential pitfalls of Cloud-based Contact Center projects?

There are countless examples of companies getting their cloud project right in the contact center, yet many other implementations fail to deliver results on time and on budget. In addition, companies that fail to explore the right options for cloud contact centers may be leaving differentiating services untapped and potential savings unrealized.

If you’re exploring your choices when it comes cloud contact centers, make sure you know all of the choices out there to ensure success. If you’d like to learn more, join us for the webinar “Top 5 Mistakes to Avoid when Moving your Contact Center to the Cloud“ and learn how the world’s leading companies are successfully moving their contact centers to the cloud, while delivering one to one customer engagement that achieves quick results.

Remy Claret

Remy Claret, Product Marketing Director at Genesys, has over 15 years of experience in Customer Experience Management. He has worked in a variety of strategic roles in his career including Product Marketing, Sales Engineering and Business Consulting. Prior to joining...