Moving to cloud-based CCaaS
Contact Center as a Service (CCaaS) continues to be a growing market opportunity. According to this survey, 75% of contact centers asked, plan to move to the cloud by 2023, keen to leverage all the advantages of digital transformation, including full support for home-working and all the rich contact center services expected of an on-premise solution, while integrating new service channels into their operation.
There are lots of challenges and upsides in moving to cloud-based CCaaS; for both service providers and end users. Here is a checklist of just five must-haves when making the move: some obvious, others less so…
1. Minimal footprint in the public cloud
Public cloud processing and storage resources can quickly become very expensive. Is the platform optimised for public cloud delivery, keeping footprint to a minimum? And can users upscale and downscale automatically?
2. Flexible licensing
Are users required to pay up front before they have generated any income? Look for a pay-as-you-go model, which allows users to grow at the pace that suits them, and only pay for the resources, services and licenses actually used.
If as a user you have agents in different time zones, can you take advantage of a follow-the-sun policy, based on global peak usage?
3. Fast on-boarding
As a service provider, how quickly can you on-board new clients? Is it hours/ days or weeks/ months? Can cloud services be provisioned quickly? The faster you can move, the faster you can generate revenue.
4. APIs at no extra cost
A one-size-fits-all approach will not suit every end user. The platform must offer ways to extend, customise and connect to other best-of-breed or preferred business applications. This requires access to the right APIs (Application Programming Interfaces) for integration. Are the vendor APIs comprehensive and freely available?
For service providers, this brings opportunities for chargeable added-value. Higher value can be realised by providing everything required under a single contract.
5. Lo-code/ no-code development
Do users have access to lo-code/ no-code tools e.g. for chatbot/ IVR design, agent workflows, database access and reporting. These tools can considerably reduce spending on highly skilled developers and put power in the hands of a wider group of users. And perhaps bring service providers more opportunities for chargeable professional services
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