CONTACT CENTER FORECAST : INCREASED CLOUDINESS ? CONTACT CENTER APPLICATIONS CONTINUE TO BE SOURCED FROM THE CLOUD AND HERE ’ S WHY .
BY BRENDAN READ , CONTACT CENTER PIPELINE
ILLUSTRATION PROVIDED BY APINAN - ADOBE STOCK
There has been a debate over the past decade whether the core contact center solutions e . g ., routing , dialing , workforce optimization ( WFO ) should be subscribed to and accessed from the cloud . Or whether they are best licensed and installed on-premise .
The case has been made for the benefits of the cloud environment among them : flexibility , scalability , pay-per-use , lowered maintenance costs , easier updates , simpler access by work-from-home ( WFH ) agents and mobile sales , service , and support staff , and business continuity / disaster recovery .
But there is a counter-case for the on-premise environment : greater data security , reliability ( from not having to rely on vulnerable networks ), and last , but not least , more control over the applications and data .
At the same time , and making the decision whether to go to the cloud more complex , is reportedly a sizable if declining install base of legacy software and even hardware , like ACDs and dialers . Contact centers that have these tools , mindful of limited budgets , may adopt the “ if it ain ’ t broke , don ’ t fix it ” approach . Even if the products are no longer supported and the suppliers that created them have vanished .
To understand what is happening and what are the key trends in whether and how contact centers are going into the cloud , and what moves they should make to have successful deployments in that environment , we had conversations with these leading vendors :
• Laura Bassett , Vice President , Product Marketing , NICE CXone
• Panos Kozanian , Executive Vice President , Cloud Operations , Five9
• David Singer , Vice President , Product Strategy , Verint
THE CASE HAS BEEN MADE FOR THE BENEFITS OF THE CLOUD ENVIRONMENT ...
BUT THERE IS A COUNTER-CASE FOR THE ON-PREMISE ENVIRONMENT ...
42 CONTACT CENTER PIPELINE