Written By: Kevin Sjodin
The Cloud was once conversation for techies and a distant future goal for visionary business leaders. How times have changed! Today, internet-based or “Cloud” computing is enabling businesses of all sizes to gain on-demand access to a growing pool of shared computing resources that includes networks, services, storage, VoIP phone systems and even complete omnichannel contact center solutions.
Organizations that continue to manage their own infrastructure onsite are finding it increasingly difficult to stay competitive when their counterparts are leveraging the many benefits that Cloud computing offers, which include minimal upfront costs and less ongoing maintenance. Are you contemplating when the right time is to move one or more aspects of your business to the Cloud? The following are 10 reasons why the there is no time like the present.
1. High Performance
Cloud architecture is designed to offer greater performance. Deployment, maintenance and updates can happen seamlessly while day-to-day operations can be powered with greater speed and reliability.
2. Improved Scalability
Whether you have a distributed workforce or deal with significant peaks and lulls in your business, you likely deal with scaling issues when it comes to your on-premises systems. Even if you have highly reliable forecasting and workforce planning, there is no way to plan exactly the amount of data storage you need or the number of agents you require over the course of hours, days, weeks and months. With Cloud-based solutions, it is simple to scale up or down, and with greater visibility and access to enterprise data, you will have the insights to determine when and how to scale.
3. Greater Security
One data breech or shut-down because of an unforeseen event can not only slow down business, it can be a public relations nightmare. With a Cloud-based system, you gain the advantage of redundancy and a larger support team that can ensure issues are caught quickly and recoveries can happen effortlessly. Some business leaders still believe that Cloud-based businesses are more vulnerable to hacking and system failures. Yet, the reality is that there are more threats to businesses that choose to manage everything on-premises.
4. Access to Enterprise-Level Solutions
The Cloud has enabled countless small and mid-size businesses to access solutions that were previously only available to large enterprises. In fact, even a micro business of under ten can now level the playing field by gaining access to robust phone, customer relationship management and contact center solutions.
The Cloud enables businesses to save money in a multitude of ways. It brings natural economies of scale by smoothing out inevitable peaks and lulls in workloads while maximizing resources by leveraging key data to determine staffing, training and more. There is also no need to buy back-up hardware to ensure redundancy for the purpose of reliable business continuity.
6. Faster Deployment
The time to deploy new solutions can be complicated and time-consuming, particularly if they impact 24/7 operations, such as a contact center. With a Cloud-based system that offers plug-in integration, the hassles of adding (or removing) a solution are eliminated.
7. Fewer IT Headaches
Integration of point solutions is one of the biggest and most time-consuming challenges for your IT department. Like with the deployment of Cloud-based solutions, integration is simplified when they can be plugged in to existing infrastructure.
8. Greater Flexibility
With the benefit of sharing resources and paying for them on a subscription basis, as opposed to having to invest in costly hardware and software, you gain the flexibility of adding or removing solutions as needed. You’re also not locked into lengthy service agreements with vendors. With this freedom, you gain the agility needed to meet evolving customer and business needs.
9. Breaking Down Communication Channel Silos
A Cloud-based contact center solution can let you provide the omnichannel engagement that customers now want. It is likely you are already offering service on multiple digital and voice channels. However, if your infrastructure is on-premises and only voice-centric, it is likely customers are experiencing high-effort, fractured interactions that result in frustration and churn. With a Cloud-based system, you can ensure your customers can shift seamlessly between digital and voice channels, without a loss of context.
10. Reduced Staffing Costs
One of the tremendous opportunities with the Cloud is to gain greater insights through real-time data and analytics. With this information, the ability to determine staffing needs and adjust them depending on peaks and lulls can be data-driven, providing you with greater accuracy in workforce planning and scheduling. In turn, this can enable you to avoid understaffing or overstaffing while making sure that service levels stay consistent.
Are you ready to make the switch? There are plenty of Cloud-based solution providers that are more than happy to help you on your path toward a Cloud-based business. Yet, it is important to first create a road map for your business that can ensure you’re taking the right steps to guide your success. Consider the advantages, challenges and costs before committing to any Cloud solution or system, and determine how it may need to be integrated with existing infrastructure that you want to retain. With a clear plan and an openness to the advantages of the Cloud, you will be poised for gaining a competitive advantage over those that choose to retain everything on-premises.
Kevin Sjodin is the CEO at CALLPROMISE, a VHT company. He has more than 28 years in high-tech and private investment organizations. Contact him at firstname.lastname@example.org.