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With the recent and upcoming developments in cloud computing technology, it may seem like a great idea to shift your contact centre to the cloud, given the benefits of scalability and low cost. However, consider the following before making that switch to the cloud: Architecture: - While part of the provider’s responsibility is setting up the cloud architecture you need for your business needs, playing an active role in understanding the kind of architecture your business needs can go a long way in selecting the solution that best fits your business. This includes reliability, compatibility, and ease of use. Resilience: - One of the major attractions of the cloud is the ability to resist agents of system failure, as in your services will constantly be functioning, no matter which data center is providing you the virtual infrastructure. Get involved in finding out how resilient a solution is and what backup does it have in the event of failure. Contracts: - One of the most crucial elements of migrating contact centers is the contracts. Rushing through contractual arrangements in haste could work against you and therefore you should spend some quality time negotiating contracts and studying them for careful considerations before accepting them. Licensing and payment arrangements: - One of the key reasons of migrating a contact centre to the cloud is the ability to pay for infrastructure on an on-demand basis. However, some providers charge a minimum fee regardless of your usage and this can hurt your business really badly, especially if you’re a small – medium enterprise. Scope:- When migrating a contact centre to the cloud, make sure the solution you’re putting into place completely encompasses and is ready to put out the same functionalities as an on – premise solution would have, if you were to invest in one. Pricing: - At the end of the day, its money that does the talking and is a primary goal to evaluate success. Hence it is important to settle on a pricing that you can conveniently afford, and that justifies the level of infrastructure the service provider gives you. Installation/Setup fees: - These fees vary from vendor to vendor, and may be upfront, or already included in the service fee. Billing methods: - Vendors can differ greatly in the way they bill calls made through their system, and may end up charging heavily on the time that customers spend waiting to be forwarded to the right executive. Keep these pointers in mind and your contact centre migration should be a smooth, seamless and rewarding experience. Don’t forget to provide timely feedback to your service provider to help him improve the level of service and in turn the level of service of your contact centre. Contact a call center specialist at AnswerPlus Inc in Toronto, Ontario, Canada for more information on how outsourcing to a Calgary call center can help your business.
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