Migrating a Contact Center to the Cloud

Migrating a contact center to cloud means the contact center will be hosted on a specialized data center. These facilities are less prone to outages, benefitting from huge volumes of resilience, and when outages do occur, they are far easier to fix. This ensures that you’ll always be available to your customers, whenever, and wherever they need you.

A cloud-based contact center solution is accessed through an internet browser or mobile applications, rather than being installed on a computer. This means updates can be rolled out automatically by the provider, with no additional action required by the customer. New features can be accessed without down-time, keeping your contact center on the cutting edge.

A cloud contact center is hosted in a data center, alongside many other cloud services. This means that, should greater capacity be required, more servers within the data center can be allocated to the contact center (usually at extra cost), allowing the contact center to scale instantly to accommodate increased demand. At the same time, organisations could scale down on agent capacity during off peak times. So a cloud contact center enables ease of scaling up or down when needed.

Migrating a contact center to the cloud means accessibility from anywhere. A browser-based interface can be accessed from any internet-enabled device. This allows your agents to work from anywhere, and for your contact center to appear unified, no matter how distributed your workforce. Also allows businesses to be flexible in more ways than one.  Additionally clients can typically trial new functionality which can then be leveraged to service smaller focus groups of clients prior a full production rollout, which helps clients to create a robust business case. 

CCaaS solutions typically have out of the box capability to allow customers to ensure local regulatory drivers are met, such as PCI compliant solutions, dialer solutions, and the general ability to refine services to meet local regulatory drivers.

An on-prem solution requires constant maintenance. As providers look to close down support for on-prem solutions, that maintenance is going to become increasingly expensive. Data-center-hosted cloud services provide a cheaper solution; no money is wasted on drawing out an end-of-life solution.  This model underpins the ability for clients to budget more effectively, as the CCaaS model is typically a subscription based service. 

Most CCaaS providers have integrated best of breed AI providers to deliver automation-based use cases, leveraging technology such as chatbots/voicebots. Additionally most CCaaS providers have an extensive array of APIs that can facilitate integrations into key systems to deliver self-service based use cases, to help improve CX and reduce the cost of servicing interactions.