Tuesday, February 7, 2012

Call Center Scheduling in the Cloud: It's No Longer "If", It is "When"

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:
  • 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 support.
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.