5 Signs it’s Time to Move to a Cloud Contact Center

02/03/2021


Adopting a CCaaS model is increasingly becoming the preferred option for organizations. To this extent, leading industry analyst Gartner estimates 70% of businesses will move to a CCaaS solution by 2024[1]. Have you embraced the cloud yet? If your existing on premise set up is displaying any of the following five signs, it’s probably time to move to a cloud contact center solution.


1. Your on-premise solution… causes customer service friction

Long wait times, uninformed customer service staff, and limited business hours. These are just some of the causes of friction that prevent a smooth customer journey. Any part of your customer service that causes friction is a detriment to your business, and gives your customers all the incentive they need to turn to a competitor.

In order to deliver a frictionless customer experience (CX) – a necessity for boosting brand loyalty and maximizing conversions – building services around your customers is crucial. However, this is easier said than done with an on-premise solution. To trial new services, organizations often need buy, or rebuild environments from scratch.

For a more flexible, and customer-orientated service, you should consider switching to the cloud.


2. Your on-premise solution… treats channels separately

As part of delivering a frictionless CX, your clients should have the ability to begin their experience with your brand on one channel, and continue onto alternative channels seamlessly. Every point in their journey should be visible to your organization, and to the agents servicing them. Treating your channels as independent siloes removes this possibility, and greatly reduces your ability to deliver a quick and connected experience. Having access to management information from a single service layer across all channels will provide the insight required to optimize your customer journeys in real time.

If delivering a seamless experience is as important to your business as it is to your customers, choosing a cloud solution with diverse omni-channel capabilities is an imperative.


3. Your on-premise solution… is difficult to manage

Struggling to stay on top of all your integrations and systems? Perhaps complex upgrades, integrating components from different vendors, and constant server maintenance are overwhelming your internal IT staff? These are signs that your current solution is difficult to maintain. It’s very common to have multiple systems working together on different aspects of CX delivery, from reporting and call recording, to email and CRM. Even so, the challenge lies in keeping all these separate islands working together.

If your systems do not integrate well with your solution, or you’re finding it hard to make all of them work in harmony when updating, it’s time to upgrade to the cloud.


4. Your on-premise solution… makes budgeting and billing unpredictable

“In the decision to upgrade to the cloud, the initial investment into their on-premise solution holds most customers back” comments Jay Choudry, Solutions Consultant at Content Guru.

“The assets associated with an on-premise platform are typically depreciated over a 4-5 year period. Although businesses want to sweat out the asset for as long as possible, the sheer amount of unforeseen costs, such as replacing servers as part of hardware upgrades, infrastructure licensing, hosting costs, and the significant effort to maintain, makes on-premise solutions no longer cost-effective”.

Is cost a key driver in your decision-making process? With cloud contact centers up to 27% cheaper than their traditional counterparts[2], it’s worth exploring a switch to a CCaaS model.


5. Your on-premise solution… does not scale easily

Black swan events such as COVID-19 have shown that on-premise solutions are no longer reliable in a crisis. They cannot scale quickly enough to meet customer demand, or scale seamlessly to support a high volume of home-based workers. This severely disrupts an organization’s ability to deliver its services amidst upheaval.

Businesses have a duty of care to their customers and staff, and scalability is a critical factor to support these initiatives. If your on-premise infrastructure cannot scale to support home-based workers, then your business needs to move to a cloud contact center solution.


Ready to Move to a Cloud Contact Center?

Switching your contact center to the cloud can be risky, time-consuming and difficult to navigate without the right support. Discover what it means to migrate to the cloud with Content Guru.

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[1]Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 10 November 2020

[2]Aberdeen Group, ‘Transitioning your contact center from on-premise to the cloud’, 2013

Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


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