Businesses of all sizes, industries, and geographies are turning to cloud contact centers. Goldman Sachs has reported that spending on cloud computing infrastructure and platforms will grow at a 30% compound annual growth rate (CAGR) from 2013 through 2018 compared with 5 percent growth for overall enterprise IT.Contact Centers are moving to the cloud at an even faster clip. In a recent Dimension Data survey, 34% of organizations were considering replacing their direct ownership of on-premises contact center solutions with a cloud based solution. What is behind the growing popularity of cloud contact centers?
Total Cost of Ownership (TCO) –One of the most significant benefits of cloud computing is the considerable savings in company’s IT cost. Businesses can save substantial capital costs through reduction in spending on equipment, infrastructure and software. Using the resources of the cloud provider will decrease the use of capital dollars for hardware, software or licensing and renewal fees. The contract with Voxai includes the costs of system upgrades, new hardware and software etc.
Additional cost advantages including saving on your facilities costs and energy consumption for running your own data centers. Besides, by moving to cloud, you avoid the struggles of finding, training and retaining specialized IT staff.
Areas where the typical company can recognize savings:
• Server Hardware & Software
• Network Infrastructure & Bandwidth
• Storage & Backup
• Power and Facilities
• IT Labor Costs
The Management of Speed and Complexity–There is no end in sight to the speed and complexity of change in contact centers. New technologies such as Analytics, AI, bots represent just a few of the new tools coming onto the market to provide an improved customer experience. Constant software releases, upgrades and patches require constant change in the contact center environment. The pace and complexity require highly specialized resources that are often difficult to recruit, train, and retain. Moving to the cloud also moves the responsibility to managing the change and complexity to the cloud provider.
More Tech Savvy in the Executive Suite—These days, in a hyper-competitive global economy, the advantage goes to organizations that are adept at leveraging the latest technology resources. To get there, they need the leadership and guidance of their CIOs, CTOs and other technology leaders. You don’t want these executives’ time saddled overseeing maintenance of in-house IT systems — in fact, statistics regularly show that up to 80% of IT budgets are tied up in routine maintenance. Cloud frees up IT executives to think and act strategically. IT leaders provide the insights needed to select the right technology resources for the business, be they from the corporate data center or from an outside service provider.
Leverage Industry Best Practices—Cloud services, and specifically vInteract, is based on the collective learning and input of our work with literally hundreds of customers in many different industries. New customers are exposed to processes, formulas and interfaces that are well-tested and proven to deliver the best business results.
vInteract provides the following benefits:
- Voxai provides Tier 3 facilities (surpassing what many customers can provide themselves)
- Hardened, Proven, highly available architectures
- Leverages the benefits of virtualization with purpose built compute
- Active-Active architectures
- Quality of Service (QOS) for superior Voice quality
- Dedicated network and security appliances (firewalls)
- Existing hardened infrastructure for Internet Security (packet shaping, DOS, IDS)
- vInteract mirrors security models of customer premise environment
Access to Tier 3 resources and skillsets including:
Teaming with Voxai and vInteract provides companies with:
- Access to best practices within the industry
- Established monitoring, management processes and technologies
These are just a few of the reasons why companies are moving to the cloud. Every company is unique. Contact us if you would like a no obligation ROI assessment based on your contact center costs and business goals.