The maturity and reliability of the cloud create confidence in using the cloud to gain scale, agility and cost benefits but the question arises how you and your company can achieve the maximum benefits out of using the cloud? What steps are necessary to take before actually moving to cloud? And what considerations you should keep in mind while choosing the right Cloud Contact Center Software? Always start with a trusted provider who offers a broad range of functionalities and also assist you in navigating the services and solutions options, and new capabilities.
This piece of writing aims to offer seven key points to consider for selecting the right partner and moving to a cloud-based contact center so that you can not only gain its maximum benefits but also use it effectively. With the knowledge gained, you’ll surely be able to choose the right solution for your communication needs that will enable you to transit towards a technologically advanced and manageable platform to handle the communication with your customers and users, even for your employees if you have a well0established and vast business.
- Customization to match your company
Every business has different needs so customization of a software to match the business needs is very important. While looking at the cloud contact center vendors, one common myth which comes to light is the use of the one-size-fits-all approach. So, addressing the customization requirements is essential.
Each organization work differently and has unique customization requirements, timeline, work strategies, and focus. First, evaluate your customization needs and then look for vender availability to work towards your customization requirements. The best solution will be one who will adapt your business needs to deliver the services.
- Security and Compliance:
Adhering to certifications and security paradigms is another key consideration. To your users, data privacy and security are paramount. In this technology-oriented world, every day dozens of companies face data breaches and security violation so choosing the right partner for cloud contact who strictly follows the some of the latest industry specifications, such as ISO Information Security Standard, Payment Card Industry, Health Insurance Portability, and Accountability Act, and Service Organization Control, is very important. Moving to cloud be tricky if you’re choosing the secured solution for your customers. Always look for the software that managed the communications securely and follows the Data and Privacy standards because risking your customer’s data can cost you your whole business and years of effort.
- Cultural Fit:
Moving to the cloud-based apps and software is a big step for any organization. The essential first step to choosing the right partner to help manage and implement the cloud contact center is to understand their business values and philosophy. The answer to the below-mentioned questions will help you assess whether the vendor is a cultural fit for your business or not.
Does the Solution provider provide a modern cloud-based contact center plan that will meet your unique company needs? Does it involve the provision of services like employee engagement and operational efficiency apart from providing just customer engagement?
Does the solution provider have a track record of providing solutions to other businesses and what’s their success ratio? Do they only implement the solution or manage the solution as well after installation?
Does the solution provider share the same business philosophy and values as your company is having like leadership, responsiveness, customer engagement, innovation, and accountability?
- Integration and Tools:
Every business requirements are different and require a different kind of integration so looking for the solution provider who can effectively and easily integrate the cloud contact center software for your business is essential. Moving to the cloud is not difficult but requires the right set of integration tools for each business.
The openness of the technology provider platform and its adherence with the industry standards, especially the security standards can help you in choosing the right solution provider for all your in-house and customer communication.
- Geographic Reach:
Is your company is geographically spread and have reached to customers in different locations of the world? If the answer is ‘yes’ then you must consider this point as well. You must ask the solution provider whether it will be able to support your distributed teams and clients across different geographical areas?
Organizations having customers spread around the globe often have diverse needs when it comes to implementation to cloud-based solutions so choosing that software that can effectively meet all the needs of your business is a must and the critical point to focus on.
- Innovation and Responsiveness:
How the solution provider will respond to the changing requirement? Business requirements do not stay same all the time, sometimes organizations have to change them depending upon the provision of services and the customer needs and expectations. Choosing the right solution that will be able to execute on your company’s vision and can be responsive to the changing requirements is vital for all businesses who’re willing to move to new technological solutions.
- Scope of the Contact Center:
What are the best means to future-proof your cloud contact center? It’s a critical question to answer. Any organization is shifting to cloud and investing for it, definitely wants to get the solution is long-lasting and future-proof, means it should be adaptable to all requirements of the business.
As customer behavior is being shifted towards greater mobility and technological advancements, leveraging the cloud becomes one of the efficient and easiest paths for companies to cope with the change customer requirements. The increasing communication between customers and companies is now possible to happen via websites, mobile channels (Calls, Texts, Videos), and social networks. Managing these communications in real time has made easier only due to cloud-based software. Analytics are used to predict and orchestrate the customer’s journeys and allow the companies to get the maximum utilization of cloud contact centers.
By 2020, according to Gartner, “More leading-edge IT capabilities will be available only in the cloud, forcing reluctant organization closer to cloud adaptation”1. As more contact centers move to the cloud, Cloud Contact Center Software providers need to stay innovative and responsive and use cutting-edge technology to deliver the efficient solutions to companies so that they can keep up with their customers’ changing requirements and handle customer experience in a manageable way.
Take some time and effort up front to keep in your mind these seven evaluation points before choosing the appropriate cloud contact center for your business. Having good knowledge and sense for your company needs, your prospective cloud provider’s capabilities, and the cultural fit will pay off in assisting you to recognize your business goals and targets in the long run.
1“Gartner: Cloud will be the “default option” for software deployment by 2020,” in NetworkWorld, (Framingham, Mass.: Network World, Inc., June 22, 2016).