Contact Center Pipeline September 2022 September 2022 - Page 46

VENDOR ROUNDTABLE

But there are still pain points that need to be addressed regarding cloud deployment and usage . For example , getting internal stakeholders on board and data migration can present challenges .
The key is partnering closely with your technology provider and establishing what falls inside the scope and budget . In addition , the main benefit of data migration is the opportunity to clean house and restructure your data .
In other words , cloud transition gives you a second chance to get it right and arrive at a better solution that fits your business needs now and in the future .
Furthermore , cloud provides faster access to new functions and innovations with less effort . Although one of the holdouts is individual user autonomy through one-off customizations . With the cloud your solution has more stability because you avoid broken upgrades by eliminating custom APIs .
Today , organizations can explore a wide array of whitepapers and other resources to guide organizations through cloud migrations to take true advantage of the many cloud benefits .
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WHAT IS YOUR ADVICE IN BUYING CLOUD SOLUTIONS ? WHAT QUESTIONS SHOULD OUR READERS ASK OF THEIR SUPPLIERS ?
LB : As you consider cloud solutions , think about how the cloud can help you elevate your CX . Consider how cloud platforms that power automated digital tools can help you meet customers on digital platforms – anytime , anywhere — and better enable you to solve customer problems accurately and efficiently . PK : Selecting the right cloud solution requires research to ensure buyers select the best choice for their specific business needs . Some of the key capabilities to consider when evaluating CCaaS providers include :
• End-to-end solutions : do they provide in-depth and broad services that are natively highly integrated ?
• Highly distributed and scalable service delivery architecture .
• White-glove services to assist customers with implementation and integration .
• Security and business resumption capabilities .
• Feature quality and deployment velocity .
DS : Before buying and using cloud applications and services , we recommend organizations think about the cloud “ language ” to ensure they are asking the right questions for their business needs .
Understanding cloud service-level agreements ( SLAs ), cloud maintenance windows , levels of continuous availability and resiliency , metrics for unplanned downtime or data loss , impacts of downtime with backup and recovery , and more , are common questions to ask during the vendor selection process .
These are questions that are often asked by the IT department . But also , there are line of business questions that should be asked that can be critical to supporting the CX .
One example is like how to verify user identities without creating CX friction . Evolved approaches , such as analytics-based call risk scoring and voice biometrics , can assist in this area and they pair well with other cloud-based contact center solutions .

EDGE COMPUTING ?

The argument has been made that edge computing , an architecture or topology where servers are located close to data sources ( like contact centers ), is superior to the cloud .
But is this true for contact center applications ?
Panos Kozanian , Five9 : Advanced CCaaS offerings are built upon flexible architectures that maximize capabilities from cloud services , including both edge and centralized cloud services .
This hybrid model is especially applicable when delivering low-latency global voice services that run into geo-distributed locations closer to customer patrons and contact center agents .
David Singer , Verint : The primary reason today for edge computing is to keep your data closer to your infrastructure to save bandwidth and improve response times .
This goes back to the two examples about video surveillance systems and call center recording ( see main article Question “ Is there still much legacy on-premise software and hardware out there ? What factors are holding contact centers back from sunsetting them ?”)
Operating your hardware and software in hybrid mode can be more cost-effective . But broadly speaking , as organizations transition their applications to the cloud , data storage will also move to the cloud .
Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached
at brendan @ contactcenterpipeline . com .
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