Most contact centers today, particularly larger ones, have some experience with cloud-based solutions. The ones that don’t will very likely gain that experience this year. It would be hard to avoid, given that greater than 40 percent of customer relationship management (CRM) systems are cloud-based today, and this technology is heavily used in contact centers as well as sales departments.
Some contact centers, of course, have far more than just CRM in the cloud. They may use an entire contact center as a service (CCaaS) platform, or even have their telephony system in the cloud. Most organizations have chosen this route for the cost savings it can provide, though others value the flexibility and scalability, as well as the way the technology enabled agents to work from anywhere, including their homes.
That said, a lot of myths still abound when it comes to cloud-based solutions in the contact center, and experts agree that many of these myths are keeping contact center operations from exploring cloud solutions. One of the most often cited is about security: companies feel that when they put their customer data into the cloud, they have lost control of it and may be risking that information falling into the wrong hands.
According to Klaas van der Leest, UK Managing Director for Intelecom, this is one of the biggest myths that is acting as a barrier to cloud-based contact center installations. In fact, says van der Leest, security is more robust when it comes to customer information in the cloud.
“With centralized data storage, security is enhanced with CCaaS,” said van der Leest. “For regulated industries such as finance, payment and card details can be secured by working with a Level 1 PCI-DSS compliant cloud application specialist provider. Referring back to Gartner’s (News - Alert) comment [that the design and construction of a CCaaS solution is inherently more resilient than most organizations can afford in their own infrastructures], cloud providers are better placed when it comes to security than many organizations themselves – outsourcing security makes sense.”
While they may no longer be in sole control of the data, many organizations assume that their internal security measures are far more robust than they are. In light of data breaches such as those recently exposed by Target (News - Alert) Corp., most companies should know that no matter how robust they think their security is, if keeping information intact is not their core competency, they could be in trouble.
Without the concerns about security, the objections to call center on demand solutions evaporate, leaving little behind except for the benefits that allow contact centers to offer the type of service customers expect today: multichannel, high quality, immediate and always available.