3CLogic_Logo
Get a demo
  • Contact Us
search 3CLogic.com
  • Product
    • Features
      • Voice-Enabled Self-Service
      • CTI
      • IVR Designer
      • IVR Analytics
      • Speech Analytics
      • SMS
      • Reporting
      • Automated Dialers
    • Deployment Options
      • 3CLogic Total Cloud
      • 3CLogic Hybrid Cloud
      • 3CLogic Cisco Connector
      • 3CLogic for Avaya Aura Call Center Connector
      • 3CLogic Genesys Connector
    • Customer Support
    • Security and Compliance
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
      • Customer Service Management
      • ITSM
      • Human Resources
      • Healthcare and Life Sciences
    • SAP
      • SAP Service Cloud
    • Salesforce
    • Microsoft
      • Dynamics 365 CRM
      • Microsoft Teams
    • Other
      • Verint
      • Sugar CRM
      • Zoom
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
3CLogic
Get a demo
search 3CLogic.com
close off-canvas menu
  • Product
    • Features
    • Deployment Options
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Contact Center
  • Customers
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
  • Contact Us
Get a demo
3CLogic
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
3CLogic's Contact Center Blog

4 Things to Consider When Moving Your Contact Center to the Cloud

Posted by Guillaume Seynhaeve on Aug 22, 2014 9:08:00 AM
  • Tweet

The debate over the merits of moving an enterprise’s contact center operations to the cloud has long been addressed and settled.  If you are in need of greater market adaptability, can benefit from a flexible workforce, need to simplify your infrastructure, operate a seasonal business, need to reduce company costs…and so on, the concept easily sells itself.   In fact, with 70% of companies using on-premise solutions planning to make the move in the next 1-3 years, you would be in good company.

However, the logistics of successfully migrating to a cloud contact center solution are contingent on your ability to properly prepare for the change.  It doesn’t have to be difficult (and it usually isn’t), but here are a few things to consider:

Bandwidth Constraints – The cloud is an Internet-based environment – meaning all transactions and data transfers occur over the worldwide net.   While a cloud-based contact center solution does mitigate the need for expensive infrastructure and IT staffing, the act of outsourcing data retrieval requires that your business have access to enough bandwidth to “carry” all the information and media files you need to go about your day. Without the proper Internet “highway” linking your business to your hosted contact center, the benefits of placing your contact center in the cloud quickly become pointless.  If you plan to move your call center to the cloud, make sure you have the proper infrastructure (including the proper “type” of Internet, such as Fiber or EOS) to adjust and support your new setup, which likely means a very cheap monthly upgrade with your current Internet Service Provider—a small price to pay in exchange for smooth sailing with all the advantages a cloud solution brings to the table. 

 

Proper Migration Plan – Any significant change in service providers (if you’re leaving a current cloud solution) or operational setup necessitates a proper migration plan to allow for a seamless transition.  In many instances, failing to completely address why you are moving/switching and how, can easily lead to a misalignment of expectations and deliverables.   In addition, it is absolutely crucial any potential service provider takes the time to understand your business and processes in order to properly assist with the transition—you need a partner, not just a vendor to complement your efforts.   After all, every business is different so the likelihood of your needs fitting perfectly into a pre-packaged solution is slim unless you are willing to adjust your processes to fit theirs.   So take the time to assess your business requirements, how moving to a cloud solution can deliver on those needs, and execute in accordance to a pre-approved plan with the full support of your service provider.

Vendor Experience with Integrations – One of the primary benefits of moving to the cloud is the ability to subscribe to software and services uniquely catered to addressing specific needs and company initiatives.  If you need a CRM system, a ticketing solution, workforce management software, an accounting platform, etc., cloud makes it possible without having to purchase more than you need.  However, the act of integrating solutions into your business (such as an advanced contact center solution) can quickly undermine the intent if done improperly.  In fact, a bad integration can easily be worse than none at all given the extent to which software integrations can embed themselves into your daily operations.  In short, it helps to research the level of expertise your potential service provider has regarding the integrations you need.  Quite simply, do your homework. 

Architecture – You’ve undoubtedly heard arguments for and against private and public cloud.  The fact of the matter is that each maintains its own respective advantages.   And although the underlying cloud concept is the same (you are outsourcing hosting responsibilities to a third party rather than onsite) how and by what means it’s delivered can vary drastically.  While to some degree it is a matter of need and preference, the fact remains that public cloud generally offers greater scalability, reliability, and flexibility by virtue of its sheer size (think Amazon Web Services) versus private cloud, which tends to be smaller but can arguably offer greater control (which can be relevant for those who have strict security and privacy requirements).  Whatever avenue you choose, keep in mind the differences. 

In the end, moving to the cloud can be a fantastic decision and a game-changer.  It’s just a matter of taking the time to make the transition properly, which in the world of business shouldn’t be a new concept. 

3CLogic View Demo Banner

Topics: call center, crm integration, public cloud, call center scalability, call center software, best business practices, work force management

Guillaume Seynhaeve

Written by Guillaume Seynhaeve

Guillaume Seynhaeve is the VP of Marketing and Business Development at 3CLogic with over 10 years of experience in sales and customer service. In his role, he routinely shares best practices regarding how to marry technology and business processes to enhance the overall customer experience.

Subscribe by Email

Recent Posts

Posts by Topic

  • customer service (59)
  • call center (50)
  • contact center (37)
  • call center software (29)
  • customer experience (23)
  • crm integration (22)
  • ServiceNow (18)
  • cloud call center (18)
  • contact center solution (17)
  • CRM (16)
  • best business practices (15)
  • contact center software (15)
  • multichannel contact center (14)
  • cloud based call center (13)
  • cloud based contact center (13)
  • remote agents (12)
  • IVR (11)
  • customer support (11)
  • call center software features (10)
  • multichannel communications (10)
  • SaaS (9)
  • contact center integrations (9)
  • customer service management (9)
  • sales (9)
  • self-service (9)
  • customer service team (8)
  • multichannel call center (8)
  • omnichannel (8)
  • scalability (8)
  • voice platform (8)
  • IVR technology (7)
  • SugarCRM (7)
  • call center scalability (7)
  • cloud based solution (7)
  • cloud call center solution (7)
  • cloud security (7)
  • contact center technology (7)
  • customer satisfaction (7)
  • employee retention (7)
  • first call resolution (7)
  • outbound sales (7)
  • social media (7)
  • telephony CRM integration (7)
  • 360 view (6)
  • agent retention (6)
  • artificial intelligence (6)
  • cloud customer service (6)
  • cloud customer support (6)
  • interactive voice response (6)
  • voice (6)
  • CSM (5)
  • CTI (5)
  • call center solutions (5)
  • cloud based (5)
  • cloud computing (5)
  • crm software (5)
  • hybrid cloud (5)
  • reporting and analytics (5)
  • small business solution (5)
  • VOIP (4)
  • VTAG (4)
  • agent coaching (4)
  • agent training (4)
  • at-home agents (4)
  • automation (4)
  • big data (4)
  • call blast (4)
  • cloud (4)
  • contact center solutions (4)
  • customer engagement (4)
  • customer relationship (4)
  • digital transformation (4)
  • predictive dialer (4)
  • redundant systems (4)
  • sales campaign (4)
  • service management (4)
  • tcpa (4)
  • tcpa compliance (4)
  • technology (4)
  • virtual agents (4)
  • voice AI (4)
  • work from home (4)
  • B2B marketing (3)
  • COVID19 (3)
  • Knowledge16 (3)
  • ServiceNow CTI (3)
  • WebRTC (3)
  • chat (3)
  • cloud contact center (3)
  • cold calling (3)
  • contact channels (3)
  • customer service experience (3)
  • digital workflows (3)
  • digitaltransformation (3)
  • fully redundant software (3)
  • intelligent routing (3)
  • mobile (3)
  • multichannel (3)
  • outbound (3)
  • outbound call center (3)
  • outbound campaign (3)
  • service delivery (3)
  • social customer care (3)
  • software (3)
  • speech analytics (3)
  • technical support (3)
  • text (3)
  • voice self-service (3)
  • DX (2)
  • ITSM (2)
  • IVR menu (2)
  • Inside sales (2)
  • Natural Language Processing (2)
  • SMS (2)
  • agent attrition (2)
  • agent productivity (2)
  • agent turnover (2)
  • auto-attendant for call center (2)
  • business intelligence (2)
  • call center agent (2)
  • call center compliance (2)
  • call center scripts (2)
  • call center solution (2)
  • call center technology (2)
  • call handling procedures (2)
  • call scripts (2)
  • cloud contact center solution (2)
  • computer telephony integration (2)
  • contact center trends (2)
  • cost savings (2)
  • custom crm integration (2)
  • customer service trends (2)
  • dynamic scripting (2)
  • email (2)
  • employee engagement (2)
  • employee turnover (2)
  • enterprise communications (2)
  • fault tolerance (2)
  • gamification (2)
  • high call volume (2)
  • improve customer service (2)
  • inbound (2)
  • increased call volume (2)
  • integration (2)
  • knowledge base (2)
  • knowledge management (2)
  • machine learning (2)
  • no centralized server (2)
  • pci compliance (2)
  • personalized customer service (2)
  • personalizing customer service (2)
  • public cloud (2)
  • saas integrations (2)
  • sales prospecting (2)
  • sentiment analysis (2)
  • software support (2)
  • third-party integrations (2)
  • virtual assist (2)
  • voip crm integrated contact center (2)
  • webinar (2)
  • work force management (2)
  • workforce management (2)
  • workforce optimization (2)
  • AI (1)
  • ASA (1)
  • B2C (1)
  • CTI Connector (1)
  • Cloud Communication (1)
  • Customer Experience Management (1)
  • FCR (1)
  • Knowledge18 (1)
  • Microsoft Dynamics (1)
  • Microsoft Teams (1)
  • Millennial Consumers (1)
  • On-Premise (1)
  • PCI (1)
  • Product Launch (1)
  • SAP (1)
  • SLA (1)
  • ServiceNow HCLS (1)
  • SugarCon (1)
  • after call work (1)
  • attriction rate (1)
  • auto-dialer (1)
  • bad customer service (1)
  • banking industry (1)
  • best practices (1)
  • blended contact center software (1)
  • bpo (1)
  • business technology (1)
  • call abandonment (1)
  • call center management (1)
  • call center reporting (1)
  • call center security (1)
  • call volume (1)
  • call-back (1)
  • citizen services (1)
  • contact center attrition (1)
  • crm integrator (1)
  • cross-sell (1)
  • customer journey (1)
  • customer loyalty (1)
  • customer service metrics (1)
  • customer service rep (1)
  • cx (1)
  • data recovery (1)
  • database management integrations (1)
  • edge computing (1)
  • employee satisfaction (1)
  • engaging work environment (1)
  • financial services industry (1)
  • frustrating customer service (1)
  • grid computing (1)
  • healthcare (1)
  • help center (1)
  • helpdesk (1)
  • high attrition (1)
  • hold times (1)
  • holiday customer service (1)
  • holiday season (1)
  • hyrbird cloud (1)
  • inbound calls (1)
  • inbound contact center (1)
  • infusionsoft dialer software (1)
  • interactive voice response menu (1)
  • kpis (1)
  • lead conversion (1)
  • lead tracking (1)
  • marketing automation (1)
  • mobile trends (1)
  • multichannel customer care (1)
  • multichannel customer service (1)
  • on hold (1)
  • preview dialer (1)
  • real-time chat (1)
  • reliability (1)
  • remote contact center (1)
  • reporting (1)
  • sales best practices (1)
  • sales team (1)
  • sales tools (1)
  • salesforce dialer software (1)
  • security (1)
  • service level (1)
  • small contact center software (1)
  • social care (1)
  • sugarcrm integrator (1)
  • tcpa regulations (1)
  • telemarketing (1)
  • time in queue (1)
  • voice workflows (1)
  • wait on hold (1)
  • waiting on hold (1)
  • web self service (1)
  • wfo (1)
  • zoho dialer software (1)
See all
  • Computer Telephony Integration (CTI)
  • IVR Analytics
  • Speech Analytics
  • Reporting
  • Automated Dialers
  • Contact Center
  • ServiceNow
  • Sugar CRM
  • Universal CTI
3CLogic-footer-logo
9201 Corporate Blvd., Suite 470
Rockville, MD 20850
(800) 350-8656
info@3CLogic.com
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
  • Sitemap
  • Privacy Policy
  • Terms of Use
  • Security
© Copyright 2023 by 3CLogic. All rights reserved.
Now Certified App Availble on Microsoft AppSource Salesforce Partner Logo
Now Certified App Availble on Microsoft AppSource
  • Sitemap
  • Privacy Policy
  • Terms of Use
  • Security
© Copyright 2023 by 3CLogic. All rights reserved.