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Ready for the Hosted Contact Center?
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Ready for the Hosted Contact Center?

October 28, 2014

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By Susan J. Campbell,
TMCnet Contributing Editor

The opportunity to move the contact center to the cloud has been at the forefront for a number of years in the market at large, yet a number of organizations have yet to embrace the opportunity. For some, it may be the fear over security, while others have too much invested in on-premise technology to make the change. Whatever is keeping you from selecting the hosted contact center, let’s take a look at a few reasons why it’s still worth examination.


A recent Business2Community offered some insight into what needs to be part of the thought process. After all, even with all the benefits provided, it’s still a scary move to take what you’ve always done and make a major change. What if the vendors are wrong when they promise you the world? What if they fail to deliver and you’re left holding a bag that causes more destruction than the benefits promised?

These fears are real and justified, yet they don’t have to fully drive your decision. They simply give you a healthy perspective when it comes to making the choice so you can protect your strategies in the process.

The Security Question

This one seems to be top of mind for everyone considering the hosted contact center – will your data be secure? There are a number of companies that have accepted the opportunity to migrate without hesitation, yet many more have feared moving data outside of their firewalls. This fear is a healthy one and it actually inspired vendors to take a closer look at their offerings so as to ensure they have put the right measures in place to protect any and all data.

Ease of Use and Control

These two concepts are often top of mind as making any technology change can lead many to assume the learning curve will hurt productivity. Worse, there are some who will resist it completely and make the investment worthless. One way to avoid this problem is to make sure users only have one option. The better approach is to ensure they understand why you’re making the change and to provide as much training as possible on an easy-to-use system.

The Benefits are Clear

The primary selling point for all hosted contact center vendors tends to be the price point. It is simply cheaper to operate in the cloud and pay a third party to make the large investments. But the benefits don’t stop with cost. You also gain access to a lot more features and functionality than what was likely available on your in-house system, complete support by the vendor and a host of other benefits that are either industry-wide or vendor-specific or both. The key is to ask for a list and investigate whether or not the benefit are actually beneficial for your environment.




Edited by Stefania Viscusi
Hosted Contact Center Home Page





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