Contact Center Pipeline September 2022 September 2022 - Page 8

FEATURE

KW :
WFH is really how companies are dealing with disaster risks . If companies can source workers virtually then it works .
However , many of them are implementing a hub-andspoke strategy to where the agents live within 60 miles of the site : which is still exposed to major weather and blackout issues .
2 . THE RISE OF CLOUD COMPUTING / CONTACT CENTER AS A SERVICE ( CCAAS )
JHB :
Today , CCaaS is a booming sector of the contact center industry . Our BizCosts . com unit has CCaaS market offerings reaching $ 32.6 billion in 2025 , up from only to $ 17.2 billion in 2020 .
CCaaS is being adopted by both well-established contact center clients like JP Morgan Chase , Visa International , Progressive Insurance , and TD Bank , as well as by a number of smaller , start-up clients .
Cost savings , scalability , and cloud access to sophisticated functionalities such as artificial intelligence ( AI ) make CCaaS an especially attractive avenue for start-up and up-and-coming contact center operations .
KW :
When companies were forced to WFH , it forced companies to upgrade their technology to cloud based platforms . Cloud upgrades enabled WFH which created redundancy by not being reliant on only operating within the facility .
Hosting facilities would be in data centers . Co-located data centers are fully redundant , which enables less dependence on on-premise data centers that are not hardened like a true data center . That also enables WFH .
CAN YOU RANK-ORDER LIST THE EVENTS CEN- TERS ARE MOST CONCERNED ABOUT ? HAVE THESE CHANGED SINCE BEFORE THE COVID-19 PANDEMIC , AND IF SO , WHY ?
JHB :
1 . Extreme weather is all more significant as site selection determinants than ever before .
Examples include hurricanes that have impacted Gulf 8 CONTACT CENTER PIPELINE
Coast and South Atlantic states in recent years , severe snowstorms like we have seen in the Upper Midwest , upstate New York , and New England , and crippling ice storms snarling commuting in Atlanta . Also , unprecedented wildfires that have wreaked havoc in both Northern and Southern California .
2 . Pandemic-related shutdowns by state and local jurisdictions are also being studied and factored into continuity of operations algorithms by many of our clients .
The contrast between a more open regulatory posture in states like Florida , Tennessee , and South Dakota versus a more closed , restrictive approach in others like New York , California , and Illinois and by most Canadian provinces , is another element of the site selection equation born out of the pandemic .
3 . The housing crisis , including the lack of affordable housing for contact center workers , has emerged as another manmade risk and site selection factor for many of our clients .
Housing affordability is especially being watched in overheated residential real estate markets like Miami , Fort Lauderdale , and Palm Beach County in South Florida as well as in major contact center hubs like Phoenix , Las Vegas , and Nashville .

PROTECTING IN THE CLOUD

Going to the cloud is a proven business continuity strategy . But sometimes it goes down too .
So , what should contact centers look for and ask from their vendors and networks ?
John H . Boyd , The Boyd Company , recommends having these items in your cloud service provider ( CSP ) criteria , in addition to functionality , experience , and flexibility :
• The geographic location of its servers .
• The ease of validating compliance with all requirements through a third-party audit .
• The financial health of the CSP .
• Assurance of periodic performance reports .
• The ability to easily monitor exactly what services you are using in order to prevent unexpected bills .
• Available customer support to deal with issues , including billing-related .
• The ease of adjusting current software as well as upgrading software applications .
• Assurances of redundant power and networking at the server sites .
• Existence of a detailed disaster recovery and business continuity plan .