Every time members of your staff complain about your current contact center, you find yourself desperately longing for a better way to manage your contact center. You dream of a single system that simplifies daily tasks – like transferring data between different systems or manually pulling information to run reports. Or a system where adding new employees wouldn’t be such a pain. You’ve heard that cloud-based solutions can help with these things, but you’re afraid to make the move.
Whether it’s because your IT department insists on staying put or because the legacy framework is just ingrained into your call center, you’ve always used an on-premise system which makes cloud-based solutions feel foreign and unknown. So instead of digging in to find a system that can address your needs, you just spend your days lusting for something shinier.
There’s no requirement to dive in head first with a good cloud-based provider. Find one that best fits your needs or take baby steps by leveraging hybrid solutions. You can develop a “committed relationship” and, with features like the ability to add licenses as you need them, you can move it along at your own pace by easily migrating departments, teams or locations in small batches onto your new software.
That single system you dream of? The flexibility to add new staff with ease? These features can easily be a reality with the cloud. Integrations between cloud-based systems are often pre-built or easier to facilitate. Look for providers that offer open APIs and robust developer tools which allow you or a thirdparty developer to create an integrated or customized solution that will fulfill your dreams. Once you’ve implemented a cloud-based solution that removes the roadblocks in your processes, your staff can focus on their most important task: serving your customers.
While more common with on-premise systems, overbuying can happen in the cloud as well. Using cloud-based systems to fill your every need without a clear overall process plan can result in a patchwork of providers that may or may not work together to cover all the functionality required, or may not bring you any additional operational efficiencies.
Carefully vet your potential cloud vendors to find one that can provide the features you need within one system, or whose software can easily integrate with systems you may already have in place.
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