In 2012, "cloud computing" will continue to move full steam ahead. More
and more call center software solutions such as CRM, PBX/ACD, and
workforce management are delivered through the cloud, and call centers
are adopting these solutions. And here are a few compelling reasons why
companies move to the cloud:
And there is one more reason for increased
interest in cloud-based offerings. Many cloud solutions offer a trial,
so you can check out and evaluate the solution before you commit. That's
something traditional on-premise software usually cannot provide.
- Ease of use:
Have you experienced enterprise software that gets hardly used or not
used at all, because it is too difficult to learn/use? Think about ROI?!
In comparison, cloud-based solutions are designed to be easy to use for
fast adoption, without a lot of training.
- Low investment: Traditional
software requires a substantial upfront investment for software
licenses, hardware and additional software. The cloud model eliminates
or dramatically reduces that investment (and the the associated risk)
and is typically based on a monthly subscription (pay-as-you-go model).
- Fast implementation: Over
the years, many companies experienced long and painful software
implementation projects. Often, the business requirements have changed
before the software was rolled out to the user community. Cloud again,
has changed this paradigm. Web- based applications with instant account
creation and easy configuration and self-service makes it possible to
roll-out and use solutions in weeks.
- No maintenance: Somebody
in your company has to make sure that the software is working, servers
are running, do back-ups, etc. - that requires resources and money.
Again, with cloud, this is all done by the solution provider.
- Always latest version: There
are probably many companies out there that use an older software
version simply because it is too expensive or too painful to upgrade to
the latest version. Typically, cloud solutions automatically deploy new
features and versions to their customers with minimal or no downtime.
Customer can easily take advantage of new functionality.
- Virtual call centers:
Today, many call centers have multiple locations around the world and a
higher percentage of flexible home agents. Providing a consistent
infrastructure to all agents and centers is a challenge. Cloud computing
helps deliver call center software to every agent over the Internet -
it's easier to deploy, more consistent and typically easier to use and