The Aging Premises-Based Contact Center and The Cloud
As legacy contact centers age, many believe the premises-based contact center may soon become extinct. The large clunky equipment of a premises-based infrastructure has typically been in place for many years requiring constant maintenance and upgrades. At a time when multi-location contact centers are more common than single-site operations, managing technology for each physical location can be unwieldy and unreliable. Cloud technology provides multi-dimensional solutions that minimize downtime and maximize ROI with little to no onsite intervention. Understanding the benefits of a cloud migration and its potential to transform the most critical components of an operation can be a major factor in determining if the move is the right one for your organization.
The Premises-Based Contact Center vs. The Cloud
A premises-based contact center refers to a technology infrastructure or solution that is just as it sounds – “on premises” or also known as “on-prem.” Everything from the hardware to software or switches to headsets is controlled internally and requires an ongoing investment and upkeep on the part of the organization. While an on-prem infrastructure may seem like the right fit for smaller and single-site operations, system modifications or upgrades can be challenging as lead times are substantially longer than what is experienced in a cloud-based set-up.
A cloud-based contact center (also commonly known as a hosted contact center) is a customer service operation with all the basic elements of a contact center solution provided as a network service, without the need of on-premises hardware. This includes Automatic Call Distributor (ACD), Computer Telephony Integration [CTI], Interactive Voice Response [IVR], Dialers and CRM Integrations.1 The cloud-based contact center equips companies with the ability to seamlessly service customers in the age of digitization and easily adapt to customers’ expectations as the business evolves.
To Cloud or Not to Cloud? The Answer is Clear
Contact center professionals know firsthand how painful the setup process can be when deploying an on-prem infrastructure. Someone more than likely had to be in attendance for a site visit, set up the procurement of the equipment, coordinate the installment, figure out licensing and more. The standard on-prem contact center setup can be complicated and stretch out over several months whereas cloud contact center requirements reduce this lead time by more than 50% with added benefits.
|Improved Agent Efficiency||
|Wide Range of Contact Center Operations Solutions||
|Enhanced Customer Experiences||
While the advantages of a cloud contact center are clear, pitfalls may exist leading up to the migration that can impact costs. The key to a successful cloud migration is performing the proper due diligence ahead of deployment. Research has shown that implementing adequate controls before beginning a migration can save 16% to 25% of total migration costs. Without pre-migration benchmarking, cloud migrations can result in parallel environments running far longer than expected. An experienced implementation partner is vital to executing a successful and cost controlled cloud migration.
The harsh reality is legacy contact centers have not aged gracefully, and as time passes, the drawbacks of not migrating to a cloud solution can far outweigh the advantages of an on-prem environment. Reduced agility, lack of business intelligence and limited operational tools will be the fate of companies that do not consider the benefits a cloud solution brings. The end result of an unadaptable legacy infrastructure is often a poor customer experience which can be devastating to a business as customers’ preferences change. The right cloud migration will provide a robust set of solutions that will optimize an IT ecosystem and enhance the overall customer experience at any stage of the customer engagement lifecycle.
To learn more about how PPT Solutions can help you with your contact center cloud migration please visit us at pptsolutions.com.
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