Contact Center in the Cloud

Businesses across the globe rely on their contact centres. While specific technologies vary, one thing that’s become a universal champion is cloud migration. It gives businesses more flexibility, scalability and cost-efficiency, while delivering an improved experience for both employees and customers.

Despite the advantages, many organizations haven’t made the move yet. Read on as we explore cloud contact center adoption and what’s holding companies back.

Who is on the move?

Organizations who have moved their contact center to the cloud – and already experienced the various benefits – may well assume that most of their competitors have made the switch. Surprisingly, however, that isn’t the case.

In 2020, we saw “two years’ worth of digital transformation in two months” in response to the initial pandemic outbreak. That included many businesses migrating their contact centers to the cloud to facilitate remote work without compromising on productivity and security.

Despite that shift, Deloitte found that less than a third of organizations were running their contact center in the cloud by the end of 2020 in their Elevating Customer Service survey.

75% of those surveyed said they plan to make the move within the next two years (or continue their investment for those who’ve already switched).

The question is – what’s stopped the majority of businesses making the move already? And why are there still 25% of organizations who have no intentions of migrating their contact center to the cloud?

5 hurdles for cloud contact center migration

Security

Security pops up in most discussions about cloud migration, in any form. You can see why, given how devastating a breach or hack can be to a business. On the other hand, the idea that the cloud is less secure than on-premises solutions is actually something of a myth. Especially with remote working on the rise, it’s far more secure to have a cloud-based system rather than having data stored locally.

Regulations

Contact centers are subject to a wide range of regulations and standards. That can become even more complex for multi-national organizations, who need to remain compliant in several different countries. All too often, cloud migration is seen as something that will complicate things further – though this is rarely the case with the right platform.

Investments

Not all businesses can simply up sticks and move to the cloud. Many organizations will have existing investments that they feel tied to, which raises several issues. Can you move existing technology to the cloud? Will a cloud contact center work alongside legacy systems? If you have multiple contracts ending at different times, how can you time the migration?

Priorities

Another issue is prioritization. Cloud migration may well be in the long-term strategy for your company. But when IT teams are focussed on other areas like application development, customer relationship management or just day-to-day IT maintenance and management, that migration can easily get put on the backburner.

Cost

Finally, there’s cost. In the short term, cloud contact centers might seem more expensive than sticking with what you’ve got. However, it’s important to consider the long run, including all the time savings and reduced operational costs that come with the cloud. Additionally, as cloud becomes the norm, you may need to factor in support (or a lack of it for on-premises systems).

Moving at a pace that suits you

Whether it’s one or several of the reasons above, migrating your contact center to the cloud can seem daunting. But it doesn’t have to be.

At Aura, we help global organizations move their contact center to the cloud at a pace that suits them. We’ll help you get the most out of existing investments, uphold the highest levels of security and compliance, and provide the expert support you need, every step of the way.

Put simply, we’ll help you find and work towards a solution that’s best for your employees and your customers. To find out more, contact our team today.

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