Call centers know that there has to be a more modern way to enhance their call center solutions than traditional telephony. Good news: The future of call centers is here, and it’s looking cloudy for outdated call center technology. Learn how a virtual call center will renovate your business and change the industry as we know it.

1. Cloud Contact
Center Technology
Best Practices

2. 2
Cloud vs
On-Premise

3. Cloud vs On-Premise
2 years ago, the driving force for investing in cloud contact
center technology was the need to rapidly address changing
customer demand, that is, to better utilize and deploy
agents
According to the Aberdeen Group, contact centers who use
cloud based contact center solutions see 27% lower costs
associated with customer turnover (average size of center –
252 seats.)
Cloud Contact Center Technology | Best Practices

4. In September of 2013, DMG estimated that more than 62%
of organizations are using some type of cloud-based contact
center solution as part of their operation. And approximately
half (45.6%) of the organizations that were not yet using
cloud-based contact center solutions were planning to move
in this direction within 18 months.
Cloud solutions are typically launched in weeks vs. 18 to 24
months for on-premise systems.
Cloud vs On-Premise
Cloud Contact Center Technology | Best Practices

5. 5
Why Move
to the Cloud?

6. Companies who use cloud based contact center
technologies enjoy 36% less time in contact center
activity interruption.
Cloud implementation is rapid
Provides the ability to scale computing resources up and
down as needed (seats vs CPUs).
Why Move to the Cloud?
Cloud Contact Center Technology | Best Practices

7. More easily expand without CAPEX restrictions (move from
CapEx to OpEx)
Enables a contact center to be independent of IT
infrastructure location, hardware, software and agent
location.
Why Move to the Cloud?
Cloud Contact Center Technology | Best Practices

8. Provides independence from agent location also provides
independence from time restrictions required by customers
Provides independence from problems associated with
weather and other common breaks in business continuity
Why Move to the Cloud?
Cloud Contact Center Technology | Best Practices

9. 9
Cloud Concerns

10. Security
Different industries have different data security
requirements.
Most breaches happen today due to in-house
physical tampering
Cloud Concerns
Cloud Contact Center Technology | Best Practices

11. Loss of control over the technology
(Hardware, Software, VoIP)
In fact, the strategy of the call center is still with the
operator. The cloud provider merely takes over
providing technology and its upkeep
Cloud Concerns
Cloud Contact Center Technology | Best Practices

12. Can cause major IT staff cuts
Most IT cuts due to a shift to cloud providers
is 3% to 5%. Meaningful but not major cuts.
Cloud Concerns
Cloud Contact Center Technology | Best Practices

13. 13
What’s Coming

14. WebRTC.
Your desktop is
your phone, chat
client and video
window.
What’s Coming
Cloud Contact Center Technology | Best Practices

15. What’s Coming
Cloud Contact Center Technology | Best Practices

16. What’s Coming
Cloud Contact Center Technology | Best Practices
Included CRM
A benefit to those
smaller contact
centers who don’t
have existing
technology

17. What’s Coming
Cloud Contact Center Technology | Best Practices
SMS Interaction
Something here.

18. Thanks!