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Debunking the Myths of Cloud Contact Centers for Enterprises

If you’re thinking about moving your contact center to the cloud, you might have some reservations. After all, while there are a lot of good reports about the cloud, there are also negative ones. And if you’re not a tech professional, it’s difficult to know what’s true — and what isn’t. In this article, we’ll debunk some of the myths of cloud contact centers for enterprises.

yellow-checkmarkAre Cloud Contact Centers Expensive?

While some may still think on-premise contact centers are more affordable, nothing could be further from the truth. With an on-premise contact center, you have the costs of the network hardware at your facility, as well as the expenses associated with acquiring, maintaining and upgrading the hardware and software.

When you use a cloud contact center, you enter into a service level agreement (SLA) with a provider who manages the software for you. You don’t have the costs associated with an on premise solution— nor do you have to acquire and maintain the contact center infrastructure. In short, a cloud contact center is more cost-effective than a traditional one.

yellow-checkmarkAre Cloud Contact Centers Secure?

While it’s widespread belief that cloud contact centers cannot provide the same security as brick and mortar ones, cloud contact centers can be extremely secure with the right security measures — sometimes even more so than a traditional environment. They offer firewalls, advanced encryption and other vulnerability management measures to keep the system and data safe.

What’s key, however, is to find a provider that offers quality security measures that can be adapted to your specific infrastructure. In addition, the provider needs to be committed to continuous security upgrades to stay one step ahead of hackers and other criminals who try to access your data.

yellow-checkmarkAre Cloud Contact Centers Reliable?

Contact centers need to be reliable, since companies rely on them to assist their customers with issues — they can’t afford any downtime. And while some people might still dwell on cloud failures from five or six years ago, today’s top cloud contact centers use providers with highly reliable software and infrastructures.

It’s important to find a provider that offers detailed information, not to mention guarantees, regarding the performance and uptime of its services. A provider that doesn’t offer this data is unlikely to provide the level of reliability you need for a cloud contact center.

yellow-checkmarkAre Cloud Contact Centers Scalable?

In 2016, about 42 percent of companies were concerned about scalability. After all, when you need to ramp up your contact center due to seasonal demand or an increased market share, you need to know your software will continue to perform, even when you’re adding tens or even hundreds of seats.

Interestingly, cloud contact centers are much easier to scale than traditional ones, since there’s much more data available. As a result, you can scale a cloud contact center up and down as needed.

To learn more about cloud contact centers, contact us today!