Are you planning your move to the cloud? The shift to cloud-based contact centers has typically been led by smaller companies, as they can more quickly realize gains in capabilities and add expertise, without the CAPEX associated with on-premises solutions. However, companies with large contact centers are also now moving to the cloud − and seeking similar benefits.
Experience shows that there are several key considerations when looking to move from an on-premises implementation to a cloud contact center solution. Planning is key − and getting the right answers to critical questions will enable you to select the right solution provider. This creates the best match for your organization’s business goals and requirements, and helps you migrate to the cloud with confidence.
Here are a few areas to consider before your move:
Cultural Fit – Is the solution provider you are considering aligned with your company’s goals and strategies? Look for providers who share the same traits and values when it comes to customer experience, such as accountability, leadership, innovation and responsiveness.
Reference Customers – Can you speak with reference accounts that have similar business goals and requirements? Reviewing references and having a dialogue with those customers who have already made the move can provide invaluable insight into critical success factors and the vendor’s competence.
Partners and Technology – Does your prospective solution provider have a broad partner network to provide extensive support? The depth and breadth of your provider’s technology should be demonstrated by the level of their technology innovation, and the strength of their partner ecosystem.
Customization – Make sure your service provider can and will work with you to provide a cloud-based solution that absolutely fits your business, regardless of size – offering the level of tailoring needed, along with the ability to integrate its systems into your own.
3rd Party Integration – What level of third-party back office, telephony and CRM integration expertise and tools are available? A good evaluation point on integration capabilities and strength is to review the solution APIs in depth.
Business Continuity – Does your solution provider offer a broad level of redundant capabilities? Look for key facilities, such as secure data centers with geographic separation, dual carrier network redundancy, and active-active traffic distribution across multiple datacenters.
Security and Compliance – How much has your cloud solution provider invested in this cirtical area and what are their levels of certification? Choose a vendor who can prove that their solutions are fully compliant with the latest industry standards, such as PCI, HIPAA and SSAE16.
Innovation and Responsiveness – When it comes to changing requirements, what track record does your vendor have around constant improvements and agility? Working with an industry-leading cloud-based provider, you no longer have to sacrifice application breadth and the latest functionality for cost savings and ease of implementation.
If you’re planning your move to a cloud contact center, take the time and effort up-front to evaluate these criteria when selecting a vendor. Ensure that all of your cultural, application, technology, business continuity and security requirements are met − now and in the future.
Your customer experience depends on it!
For more detail on this topic, along with further considerations, be sure to check out our eBook on the 10 considerations for moving to a cloud contact center. You can also see this white paper, which discusses cloud-based contact centers for large enterprises.