Contact Center Pipeline September 2022 September 2022 - Page 44

VENDOR ROUNDTABLE

DO YOU FORESEE THE HOSTED CLOUD BECOMING THE DOMINANT ENVIRONMENT FOR CONTACT CENTER SOLUTIONS ? LB : Contact center cloud conversion rates have historically lagged behind those of other industries .
However , the shift from on-premise to the cloud was greatly accelerated by the pandemic , when keeping agents securely connected remotely became a significant hurdle that many businesses needed to tackle quickly .
Today , cloud-based contact center operations are widely prevalent -- more than half of contact centers operating today have some form of cloud infrastructure .
With the rise in remote and hybrid styles of work , and greater employee demand for workplace flexibility , cloud migration will continue to increase as it has become a necessity as opposed to a nice-to-have .
And cloud platforms are powering a new era of digital-first , AI-powered solutions to facilitate the entire customer journey , whether it starts with a Google search or a proactive chat .
These tools can help any brand deliver personalized knowledge management , smart self-service , and out-of-the box automation solutions for customer-facing and back-office operations . PK : Yes . The cloud is becoming the dominant contact center environment since it has all the functionality of legacy on-premise systems , and more , with significant benefits , including scalability , business agility , flexibility , reliability , and hands-off maintenance .
The shift to the cloud continues to be driven by digital transformation and a growing demand for AI and automation .
With the increasing consumer preference for digital engagement , and the increasing scale in customer interactions , the necessity for businesses to drive efficiency is paramount .
The cloud helps businesses do that by enabling technologies like AI-powered IVAs and digital channels , which are easier to automate ; and self-service . DS : The hosted cloud is becoming the dominant environment for contact centers solutions compared to on-premise or the customer ’ s cloud .
As we move past the early cloud adopter stage , there are a couple factors driving cloud transition today . The first being dominant cloud-only vendors , such as Salesforce and Microsoft Dynamics , which have pushed end-user customers to accept cloud essentially by default .
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The global pandemic is another critical factor . Much like the acceleration of digital transformation and work from anywhere , the pandemic influenced cloud adoption .
Sudden pivots observed during the pandemic are not possible with on-premise . Cloud applications and services enable companies to evolve their technology strategies faster and effectively – which is key to business survival in a crisis and beyond .
THERE ARE VERY FEW GOOD REASONS NOT TO MOVE TO THE CLOUD .
--PANOS KOZANIAN
CONVERSELY , WHAT TYPES OF APPLICATIONS ARE CONTACT CENTERS CONTINUING TO HAVE INSTALLED ON-PREMISE AND WHY ? WHAT IS HOLDING THEM BACK FROM THE CLOUD ?
LB : Large amounts of data and anything dealing with financial operations are often the last components businesses are ready to move to the cloud .
Despite the safe and secure nature of today ’ s cloud environments , many decision-makers still associate on-premise systems as more cybersecure and less susceptible to data breaches .
Similarly , financial service organizations ( FSOs ) have statistically been the slowest and most cautious when it comes to cloud adoption , but even that is shifting .
The hybrid and remote working environments of today accelerated many companies ’ cloud migrations plans and remaining employers of choice requires them to constantly reevaluate and maintain a flexible technology stack to enable – and retain – a flexible and committed workforce .
If organizations don ’ t yet feel they can securely move their applications to the cloud , on-premise platforms can still benefit immensely from enhancing operations with digital enablement with platform-agnostic cloud solutions . Ones that are capable of delivering real-time self-service , knowledge management , and automation in a hybrid environment .
While the industry is largely shifting to cloud computing , businesses can still reevaluate their approach to CX and enable more frictionless interactions with a combination of both on-premise and cloud applications . PK : There are very few good reasons not to move to the cloud . Although some CCaaS providers offer end-to-end contact center solutions , customers may not prioritize moving some applications to cloud when :
• Applications are running under compliance regimes that have not yet evolved to accept cloud transformation .
• Applications have fragile and complex integrations with legacy on-premise components requiring physical proximity .