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What if I’m not ready to move my contact center to the cloud?

Published on Dec 04, 2019 at 10:54 am in Cloud Contact Center

While the benefits of a cloud contact center may be clear in the long run, deciding when and how to make the transition is not that easy. Getting a cloud-like service to the contact center on-premise may be the answer.

Most people will agree that in today’s IT world, “cloud” is the big buzzword. And it looks as if it’s coming to stay. As Contact Center managers, IT managers, or even business managers, most of us are either moving our infrastructures and applications to the cloud or starting some sort of Proof of Concept (POC) to understand what it is and to what point it can benefit us. As Contact Center or IT providers, most of us are already providing new generation cloud-based solutions for our customers.

The reason is clear: complexity of the technology ecosystem has grown exponentially in recent years. The centralization of the virtual world and infrastructure, the new models of business-consumer interaction, and the geographic independence and mobility have brought new and substantial challenges to organizations.  Not to mention the need for reducing cost of ownership and increasing investment returns.

In this context, we are all aware by now of the theoretical benefits of the cloud:

  • IT infrastructure fully managed and upgraded by the cloud provider, so that you can really focus on your core business
  • Full and transparent real time scalability, for you to increase or decrease capacity as needed when needed
  • Almost total availability, cloud is up & running transparently for you
  • High security and compliance, you can rest assured.

For all of us who know the headache IT infrastructure can mean at times, this is a dream come true. It comes at a certain cost, but on the other hand you achieve significant savings due to less IT support, higher customer satisfaction, and better service. Here you have your business case clear! However, things are not that black and white at this very moment. While the benefits of cloud technology may be clear in the long run, deciding when and how to make the transition is not that easy: you may have an already existing infrastructure that is not amortized yet, so moving to cloud might be an hefty extra cost at this moment;  or your contact center on-premise  may have less needs than the full services available in cloud and paying the extra cost is not worth it.

We actually face the same challenge at Altitude Software. Yes, we sell our own new generation cloud-based contact center, which is fast and very successfully being adopted by our customers. But at the same time, as Chief Customer Officer at Altitude Software, I own Altitude’s contact center and Altitude’s laboratory, I know very well that the decision about when and how to move to the cloud is not an easy one. I must admit I did not see the benefits in the beginning:

  • On the one hand, for our labs, we have a very skilled army of QA engineers that know everything about IT; so paying the extra money for the cloud service may not be worth it, until I amortize at least.
  • On the other hand, for our contact center, of course our support team also has all the skills for having our infrastructure up and running. But even if Altitude’s support team’s job is technical support for contact centers, they need to focus on delivering an outstanding customer service, not on having our own IT platform up and running all the time – that is a given for them too!

Actually, what I would love is “an on-premises cloud-like service” while I find the right moment to move to the cloud. “Cloud-like” means that I can focus on my “Business” layer while delegating the “Infrastructure” and “Application” to someone else:

  • IT infrastructure and applications fully managed by a service provider, so that I can really focus on my core business
  • Almost total availability, cloud is up & running transparently for me
  • High security and compliance, I can rest assured.

With these “cloud-like” services for my on premise technology, I still make the investment on infrastructure, so scalability depends on me, but the rest can be provided by a top-notched Managed Service, like the one provided by Altitude Operation Services. This is the solution I have chosen. With it, availability is granted through 24×7 monitoring, preventive maintenance, availability management. Not only that, I can quickly adapt to the dynamism of innovation demands, by delivering Value to my Business with changes quickly done at my demand by the Service Desk team.

My support team does not need to work on customizations or preventive maintenance tasks that take them time and focus from customer service. Those tasks are transparently, quickly, and effectively done by the Service Desk team. And this is a valid solution for many of our customers too, who are still thinking of how to make the transition to the cloud. While they are still assessing how and when to move their contact center to the cloud, they can rely on the knowledge of our ITSM experts to run their our contact center platform for them.

Altitude Software’s Service Desk can help any contact center owner to run their business appropriately. Our Service Desk’s mission is: “To deliver care in a seamless way, so that our customers can have peace of mind and focus on their business”.

You can also get peace of mind and focus on your business by giving your contact center on-premise “cloud-like services” with  Altitude Service Desk.


Sonia Comajuan

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