If all your friends jumped off a bridge, then would you too? Many are familiar with this question posed by our parents as a we cited popular opinion as the reason behind our actions that were ultimately disproved of. In 2016, IDG’s Enterprise Cloud Computing Survey reported that by 2018 the typical IT department will have the minority of their apps and platforms (40%) residing in on-premise systems. As more and more companies transition to the cloud, perhaps you’ve considered moving to the cloud too.
Not so fast!
Believe it or not, a cloud contact center isn’t right for everyone. Read below to see five reasons why the cloud may not be right for you.
1. Your CAPEX Budget is Unlimited
Unlike a traditional premise system that requires a hefty CAPEX investment, cloud contact centers offer savings from the very beginning because there is no hardware to purchase. The consumption-based OPEX pricing model provides cost-savings from the very start, giving you more operational agility.
2. Your Contact Center Volume is Predictable 24/7/365
If your business experiences seasonal spikes or effected by unexpected rises in customer traffic due to natural disasters or power outages moving your contact center to the cloud allows you to be nimble so you can adapt to volume changes across all communication channels.
It’s easy to scale your contact center up or down in the cloud. There is no need to carry seats you might need throughout the year to accommodate seasonal volume. When call volume increases you can bring in additional agents without the worry of the cost of last minute additions you would find on a premise system.
3. You Don’t Mind Outdated Software and Infrequent Updates
Thanks to the continuous delivery model in the cloud, contact centers are always running the most recent software available. This model eliminates the need for costly upgrades and upkeep.
You will also recognize additional cost savings because your provider handles the telecommunications network, your contact center’s infrastructure, and maintenance responsibilities. This relieves your IT team from maintaining your contact center’s software and hardware.
4. You Don’t Need to Secure Customer Data
In the 2016 Data Breach Investigation Report, Verizon stated that 93% of breaches, attackers take minutes or less to compromise. Hosting your contact center in the cloud offers additional protections for keeping customer data secure by supporting SSL encrypted IP sessions, encrypted call initiation and RADIUS authentication, a networking protocol that provides centralized Authentication, Authorization, and Accounting (AAA or Triple A) management for users who connect and use a network service. Additionally, the Aspect Cloud has the unique distinction among hosting companies of achieving compliance with the Payment Card Industry (PCI) Data Security Standard, Service Provider Level 3 and can help you maintain compliance with HIPAA.
5. Your Business Isn’t Negatively Impacted by System Downtime
In Advice to a Young Tradesman, Written by an Old One, Benjamin Franklin famously said, “Time is money.” As far back as 1748, the idea that sitting idle costs you money. Unfortunately, downtime can be an expensive prospect. When your contact center goes down, your agents stand by while your customers are unable to connect with your organization. As customer frustration grows, your competitors look better and better.
Uptime is important to maintain your bottom line. Cloud contact centers can ensure service with uptime SLA as a part of your service contract. Learn more about the advantages of moving your call center to a cloud contact center