Cloud Computing for the Enterprise

Learn why enterprises with thousands of agents trust cloud solutions such as Monet Live for their workforce optimization needs.

Cloud Computing for the Enterprise

Learn why enterprises with thousands of agents trust cloud solutions such as Monet Live for their workforce optimization needs.

There is still a misconception that cloud computing is best suited only for small and medium-­‐sized contact centers, because of concerns over security and scalability. Whether this was ever accurate, it is certainly no longer the case. Cloud computing is not only ready for the enterprise; it is now the preferable option over traditional on‐premise software.

The Benefits of Cloud-Based Workforce Optimization for the Enterprise

According to the Netskope Cloud Report, the number of cloud applications running per enterprise on average rose from 397 at the end of 2014 to 508 at mid-­‐year. There are a number of benefits related to a cloud transition that justify these numbers.

Scalability

The questions over scalability are surprising, since the ability to scale on demand is one of the most intrinsic and significant benefits of cloud computing. Cloud service providers allow clients to increase or decrease existing resources as needed to accommodate changing needs on demand.

A cloud service tailored precisely to customer needs can be seamlessly integrated into the existing enterprise IT infrastructure. Changes can be made quickly without business interruption, and overloading is never a concern as long as the system is managed properly.

The same capability could not be accomplished through an on‐premise solution without a significant investment of time and planning, as well as costly changes to existing IT systems. In this scenario, additional staffing would also be required to maintain the ability to scale efficiently. Technicians would be required to monitor, administer, and manage fast growth and rapidly scaling systems. With the cloud, these tasks are completed by the cloud provider.

So how does one explain the lingering concern over scalability? Perhaps it’s a question of whether applications, session information, uploads, data etc. can keep up in a scale-on-demand environment. However, such issues have been resolved with current cloud-engineering techniques.

Auto Scaling maintains application availability and allows users to automatically scale capacity up or down based on need. Auto Scaling can also automatically increase the product capabilities during demand spikes, to maintain performance and decrease capacity during lulls, further reducing costs.

“Scale Up” is the ability to quickly and easily replace a server or processing component with a more powerful component (faster processor, more memory, larger disks etc.) This is implemented from a management console and can be performed without impacting customers or production capabilities.

“Scale Out” is the ability to add more compute resources incrementally; these may be equal or less/more powerful than the existing compute resources.

Flexibility

Since enterprise contact centers often operate out of more than one facility, cloud solutions such as Monet’s WFO Live make it easy to operate multiple centers around the world through one system.

Cloud applications are available from any computer or any device—any time, anywhere. That allows enterprise personnel to be more flexible in and out of the workplace.

Data can be accessed through web-enabled devices such as smartphones, laptops and notebooks. The ability to simultaneously share documents and other files over the Internet supports both internal and external collaboration.

And since most people are already familiar with using the Internet to find what they need, cloud apps tend to have higher adoption rates and a lower learning curve.

Cost

It may be true that smaller contact centers are more budget-focused, and thus are a natural candidate for a subscription-based cloud system that eliminates license fees and the large upfront costs of hardware and software installation. But operating expenses are also an issue at the enterprise level.

With a cloud system these companies can take advantage of scaled maintenance in a specialized data center, while investing the money saved in capital expense back into other aspects of the business.

Simplification of IT Infrastructure

Since the cloud provider manages all updates and upgrades, there are no patches for customers to download or install. The cloud provider also manages availability, so there’s no need for customers to add hardware, software, or bandwidth as the user base grows.

Seamless Integration

Cloud vendors with true multi-tenant architectures can scale indefinitely to meet enterprise customer demand. Providers (such as Monet) also offer customization capabilities to meet specific needs, and make it easier to integrate with existing systems or other business productivity systems.

Security

The cloud offers a much higher grade of security than most internal IT departments. Network architecture is protected from outside threats with firewalls and intrusion detection systems. Systems and applications are frequently tested to confirm adherence to industry‐standard security requirements.

Cloud providers also verify their security controls through third-party certifications such as ISO 27001 or ISO 27002, standards recognized globally as the most comprehensive framework for establishing security best practices.

The data uploaded to a cloud resides in one or more data centers that are also protected by multiple security perimeters, including electronic surveillance, 24/7 security staff and multi-factor access to keep physical intruders away. Data is stored in multiple geographic regions to avoid compromise from a fire or natural disaster in one facility.

Success Stories

A recent survey of 1,000 IT professionals by Forrester Research found that they are turning to cloud products as a way to offload management of non-mission‐critical applications such as WFO. A Gartner survey projects that nearly 50% of large enterprises will have hybrid cloud deployments by 2017.

Even traditional hardware firms are jumping on the cloud bandwagon. Hewlett‐Packard recently announced it would spend $1 billion over the next two years to develop and offer cloud-computing services. The company’s most prominent competitors, IBM and Cisco, have also accelerated their cloud initiatives.

The rapid rise and success of the Salesforce enterprise cloud ecosystem is further testament to the security, scalability and acceptance of cloud applications among the world’s largest corporations, including Coca Cola, Wells Fargo, Delta Airlines, Sprint and NBC Universal.

Conclusion

The evolution of cloud solutions and cloud security has reached a point where their convenience and cost-saving benefits can now be shared by enterprises with thousands of agents. But the decision to make the switch is a significant one that should be researched thoroughly. That’s why Monet is always available to help address the concerns of companies considering a cloud solution, and to identify the many ways in which the cloud can benefit your enterprise.

About Monet WFO Live

Monet Software is an effective and easy to adopt cloud-based workforce optimization solution that includes workforce management, quality monitoring, performance management and analytics, all in one integrated platform. Monet’s cloud-­‐based model will get you up and running fast, without the costly upfront investment and time-­‐consuming implementation of traditional call center software.

For more information please call 1-310-207-6800 or email us at info@monetsoftware.com.

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