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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

The Continued Growth of Cloud Adoption

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According to a study sponsored in part by Oxford Economics, 69% of businesses surveyed expect to invest in the cloud either moderately or heavily over the next three years, migrating their core business functions as a result. 

These findings are consistent with a Forbes magazine piece published in June of 2015, suggesting that 55% of enterprise predict cloud computing will enable new business models in three years. 

Why are these transitions taking place, particularly at contact centers that seek the benefits of a comprehensive workforce optimization solution?  

Implementation

With the cloud, a call center can be up and running with new WFO software in just days. Traditional WFO can take weeks, and sometimes months, to install. 

Costs

No upfront investment for hardware and software is required for WFO in the cloud. Instead, contact centers pay a monthly subscription fee that, in many cases, will also cover training, support, maintenance and upgrades. Operating costs are lower as well, as there is no need for backups or hardware replacement.

Performance

The cloud gives contact centers room to grow, and upgrade the functionality they need when they need it. With a server on-premises, a contact center is limited by what that server can handle. Many call centers also report better ease of use with a software as a service (SaaS) solution. 

Upgrades

All upgrades are automatically delivered free with WFO in the cloud. Upgrades to traditional hardware and software are an important revenue source for their respective manufacturers, so they won’t be going away. 

Risk

There is always some risk when a call center invests in new technology. But with a cloud system it is easier to cancel a service that is not satisfactory. This is not always the case with a substantial upfront hardware/software investment.  



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