These days cloud-based virtual call center solutions are gaining favor over traditional on-premises or hardware-based systems. There are numerous advantages in selecting a cloud-based contact center solution, says VoltDelta (News - Alert), an “On Demand Solutions” provider with a hosted infrastructure that caters to customers located in more than 40 countries worldwide. For one, VoltDelta says its call center solutions delivered from the cloud offer an easy-to-deploy service that is scalable and flexible too; this makes it the right choice for businesses now and in the future.
With a virtual contact center, there is no need to invest in new software, hardware or plan the architecture, as cloud providers usually take care of that. Providers often offer upgrades, updates and maintenance; periodically, they also might offer new features that can benefit a business without having to invest in new technology. They normally offer lower up-front costs compared to purchasing or upgrading an on-premises system. This solution could then represent a cost-effective arrangement that provides centralized manageable service by agents located literally anywhere there is an IP or telephony service.
If it is that much better than an on-premises system, than why are not more businesses making the move to opt for a cloud solution? As a VoltDelta blog post explained, concerns about whether or not the contact center vendor can deliver what it promises are the reason for the hold-up.
Moving to the cloud may not be for everyone; there are still concerns about security and privacy issues, with the former being “the primary concern when considering a hosted solution.” However, an external cloud-based contact center can offer enterprise-class routing delivery of calls based on context and provide skilled agents to improve customers’ experience. Of course, other concerns and barriers to a widespread use of cloud-based contact centers are service quality, interoperability, reliability and control.
Fortunately, with appropriate research, most businesses can mitigate many of the risks that come with making the move to a hosted solution. VoltDelta, for example, provides a series of educational videos, such as the one below, discussing cloud contact center security. The video series zeroes in on “important vendor characteristics which are difficult to evaluate due to frequently misleading performance claims,” the blog post notes.
The five areas covered in this collection of videos are as follows:
- Defense in Depth: How to know whether the hosted contact center provider has a defined security framework covering physical, network, data, and people in a defense in depth format.
- Accredited Security Professionals: The importance of making sure the provider has security professionals on staff that have achieved industry recognized security credentials. It is important also to understand what are their role and responsibilities within the company.
- Persistent Security Focus: Insight on vulnerability scanning as a continual effort demonstrated by an investment in tools, security personnel and process.
- High Availability Security: To be acquainted with the provider’s security tools, protocols and procedures if redundant and hardened for performance when vulnerabilities suddenly appear.
- People and Process: Security beyond that of technology and of those focused on it; rather, it should also permeate the cloud provider’s entire organization. Security training awareness is paramount; it ought to be delivered to anyone involved with the cloud solution. Check documented procedures covering security breach events. Thorough evaluations of the enterprise’s readiness, one can get a sense of how prepared the cloud vendor is.
This series of videos is meant to assist decision makers as they consider a secure hosted contact center solution; they can help pinpoint the important information to gather when evaluating vendors, VoltDelta says. Further details on the videos can be found on the company’s website.
Edited by Alisen Downey