Contact Center Solutions Featured Article

The Cloud, Isn't It Ironic?

October 16, 2012
By TMCnet Special Guest
Jason Alley, solutions marketing manager at Interactive Intelligence

When the cloud first showed up in the contact center, adoption lagged behind other enterprise applications due to concerns… about security, reliability, control, provider viability, you name it. The initial reluctance of business leaders, IT directors, and contact center management was understandable given the lack of exposure they had to cloud applications and the mission critical nature of customer care operations.

Now, however, businesses can’t move their contact centers to the cloud fast enough. What’s ironic is that decision makers tell us these very same areas (of previous concern) are now considered top selling points for the cloud.

The cloud offers a higher level of security

How hard is it to gain access to the room(s) your company runs its on-premises applications? Are your facilities manned 24 hours a day, seven days a week? Is two-factor authentication (biometric/card) required for access? Are video surveillance cameras in place to monitor the facility and perimeter at all times? Cloud providers that follow SSAE 16 best practices answer yes to these questions and often provide a higher level of physical security than companies do internally.

An additional level of security and isolation is offered by cloud providers with single-customer, multi-instance virtualized environments – each customer runs their contact center operation on their own virtual instance of the application, leveraging common hardware and services for economies of scale. As well, highly regulated organizations can now have voice traffic and other sensitive customer data (e.g., recordings) remain on their premises should they prefer.

The cloud provides a more reliable infrastructure

Does your IT team have the resources and time to keep your entire contact center infrastructure up-to-date and, better yet, keep a constant (24/7), proactive eye on the environment to ensure business isn’t interrupted? Does your current environment provide geographic high availability? Does your IT team adhere to strict, well-documented SLAs that have penalties tied to them? Cloud providers do, and their business is centered around making sure your systems are up-to-date and remain operational, even when disaster strikes.

The cloud offers the business greater control over their operations

Can your contact center turn on a dime to address rapidly changing business requirements without a huge drain on IT? Better yet, are they empowered to make changes themselves? Cloud providers offer the ability to do so and have highly skilled resources – from the same company that wrote the underlying application code – waiting in the wings to help you turn customer care into a competitive weapon.

Ironic, isn’t it? In its infancy, the cloud was only an afterthought in the minds of most contact centers. Today, it’s proving to be one of their most beneficial assets now that reputable, market leading providers (such as Interactive Intelligence (News - Alert)) are offering cloud solutions that are more secure and reliable, and that offer greater control than what companies are used to internally.

Jason Alley is solutions marketing manager at Interactive Intelligence.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Avaya and WebRTC

The Contact Center Solutions Community this week had a case of the pre-holiday need to spend a little time going shopping, literally and figuratively. However, the pre-holiday season by no means meant a lack of some seriously interesting news from the industry. [ Read More ]
12/20/2014

Interactive Intelligence Celebrates 20th Anniversary

For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN. [ Read More ]
12/19/2014

Spoken Communications to Power Avaya Hybrid Cloud Solution for Contact Centers

Avaya adds hybrid option for contact center transformation powered by Spoken Communications. [ Read More ]
12/19/2014

WebRTC Support on SIP PBX Highlights use for Omnichannel Interactions

2015 is going to highlight how and why WebRTC, SIP and Contact Centers are perfect together. [ Read More ]
12/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!