In the contact center industry, "hybrid cloud" can mean a lot of things with just as many ways to apply it. This creates confusion for companies choosing hybrid cloud deployment when they're just not ready to move everything to the cloud. It's time to clear the air!
Telephony and CRM Integration
In our experience the most effective application of hybrid, which at its core is blending private and public cloud, is when a company preserves its legacy telephony system (whether it's Cisco, Avaya or something else used on-premise) and integrates it with their CRM in the cloud.
Companies have been working from their CRMs, systems of record or service management platforms (like ServiceNow) already in the cloud – 91% of companies with more than 11 employees use CRM software, and of those businesses, 87% are cloud-based*. When businesses take this route to blend telephony with the cloud, they get some immediate benefits such as change control management, agent productivity and a significant increase in uptime.
It Works – It Really Does
PGA TOUR Superstore deployed hybrid cloud in 2018 and was amazed at how quickly it saw results. "Within a week of go live the CCC [Customer Contact Center] leadership made scheduling adjustments based on the data and has been consistently running 90+% service levels with an ASA [Average Speed of Answer] of less than 15 seconds."
We have found in our years of deploying consumer-grade cloud contact centers that some companies are content and stay with hybrid cloud, while others use it as a stepping stone on their journey to Total Cloud once their initial investment in legacy has run out.
The beauty is that both strategies work! It all comes down to what makes sense for your business; how you want to run it today and set it up for continued future success.
To learn more about a hybrid cloud Contact Center platform that leverages your existing on-premise telephony investment AND cloud CRM, contact firstname.lastname@example.org.