Questions to Ask Before Selecting a Contact Center Cloud Software Vendor | Workforce Optimization Blog

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Questions to Ask Before Selecting a Contact Center Cloud Software Vendor

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Contact centers across the country, of all sizes and types, have discovered the economic and technological benefits of converting from an on-premises software solution to a cloud system. If your business is considering a similar transition, here are 10 questions to ask prospective vendors, so you will be assured of receiving a true cloud solution.

Multi-tenant Architecture
Does the application use multi-tenant architecture? Follow the link if you would like to learn more. If the answer is ‘no,’ it’s not a true cloud.

Upgrades
With a cloud solution, all future upgrades should work, and be accessible without extra cost, regardless of how your system is configured and/or customized.In addition, upgrades should be automatically managed and provisioned by the vendor.

Integration
Does the vendor provide a managed integration platform? This is important, as such a platform is built from the ground up, and is easier to execute than a full manual integration.

Security and Compliance
Make sure the provider offers world-class security and data privacy, as well as full back-up and disaster recovery (SSAE-16 compliance)

Availability
Anything less than 99.5% uptime, with full transparency, is an indication that you may not be dealing with a true cloud solution.

Time and Cost of Implementation
If you recall how long it took to install and configure your on-premises software, the ETA on the cloud solution for installation and configuration to your specific business needs should be much faster, typically 30 to 60 days.


Ongoing Costs
None-cloud solution often have unexpected or hidden costs that emerge later. You should receive a firm quote on total cost of ownership (TCO), including implementation/installation fees, training, subscription, upgrades, maintenance and other components.

ROI
With a cloud solution, a contact center should achieve tangible business value much more quickly than with an on-premise or fake cloud solution. Ask for reference customers to better understand expected ROI.

If you have questions, please contact us and we are happy to explain the benefits and features of a true cloud solution.

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