There’s something comforting about the brick-and-mortar establishment that’s housing your contact center, ensuring that all of your campaign goals are met. You see the individuals coming to work, you can feel the equipment, and you hear the buzz of conversation going on as each employee is responsible for interacting with customers on the other line.
Then the cost analysis is complete, and the impact of the physical contact center on your bottom line forces you to consider an alternative. Is it time to move to the cloud?
Cloud Investment by the Numbers
You wouldn’t be alone in your decision. According to a study from DMG Consulting, 62 percent of surveyed organizations have already made the cloud investment, making use of one or more contact center systems or applications based in the cloud.
Among the companies that have not yet made the investment, 46 percent plan to do so within the next 18 months, suggesting a continued shift toward cloud usage for contact center operations. And while the attraction to the physical center may have influenced the contact center industry’s slow movement toward the cloud, the pace has already increased significantly. Companies are realizing the benefits associated with the cloud, even if they still operate the physical center.
For instance, DMG Consulting found that more than 32 percent of study participants are relying on cloud-based dialers. Cloud-based recorders are being used by 52 percent of responding companies, while 39 percent are relying on cloud-based customer relationship management (CRM) solutions. Managing the workforce in the cloud, however, was not as big a priority as only 20 percent had implemented cloud-based workforce management solutions.
Benefits of Moving to the Cloud
The companies that are making these investments are starting to realize the potential benefits, including the ability to eliminate large up-front costs for infrastructure, hardware, and applications that once needed to be maintained in-house. This not only improves cashflow, but also relieves in-house tech support in the management and maintenance of systems. Providers can enjoy greater profit margins or better price points to make them more competitive, whichever the market demands.
There are still some businesses, however, that voice concerns over potential security vulnerabilities when moving part or all of their contact center operations to the cloud. Depending upon the industry in which the contact center is operating, closer attention does have to be paid to the type of security offered in order to protect customer information. While most competing in this space have the credentials to protect a company and its customers, it is still up to the contact center operator to ensure all proper protections are in place.
Whether you’re seeking to keep some form of your physical contact center by leveraging a hybrid cloud model or want to consider a complete move to the cloud, it’s time to contact the professionals at Cory Communications. We’ll walk this journey with you to determine the best solution to meet your goals.