Is the Time Right to Move Your Contact Center to the Cloud?

Growing numbers of businesses are moving their contact center operations to the cloud. What do they know that you don’t? This whitepaper provides a practical guide to assist in the decision-making process. It offers a comparison of traditional on-premise systems versus current cloud-based solutions, responds to common cloud concerns and discusses the steps needed to begin your due diligence process.

Whitepaper:

Is it the Right Time to Move Your Contact

Center to the Cloud?

Defining On-Premise vs. Hosted vs. Cloud

businesses are no longer asking, “Why?”. Today’s astute executives understand the cloud

is here to stay and now ask, “How? When?”. Contact centers in particular are increasingly embracing cloud-based solutions to meet their complex and changing needs.

To make an informed decision about the Why, How and When of cloud-based applications for your contact center needs, it’s important to work from a foundation of shared language and understanding. To begin, we’ll briefly define cloud technology as it applies to contact centers, and then outline traditional on-premise systems as compared to cloud communications solutions.

Cloud communications solutions are among the alternatives offered today to meet contact center and phone system needs. Other major offerings include on-premise and hosted solutions. To find the right solution for your business, it’s important to understand these popular models and their differences.

Contact center managers know what it will take to succeed in 2015 – improved efficiencies, reduced costs, top-notch agent training and performance, reduced turnover and, above all, an outstanding service experience as defined by the customer. The cloud is no longer a new concept, but

On-Premise

Sometimes referred to as premise-based contact center and phone systems, this is the traditional set-up that has been around for decades. Under this scenario, a business purchases the needed hardware and related software – including phones and network equipment – for on-site installation, pays to have the local phone company or another telecom provider install phone lines, and then activates features on its agents’ desk phones or computers. After initial set-up, the client’s contact center management or IT team is responsible for overall maintenance, upgrades, reliability and security of the on-premise

system. The client may also elect to contract with the provider or a third-party to provide continued maintenance services.

Most on-premise systems involve an

upfront purchase of the respective network hardware and software licenses. Hence, most businesses account for these transactions as a capital expenditure (CapEx). With the physical requirements and installation of on-premise systems, businesses must plan for future needs and thus, usually buy more units than current demands dictate to accommodate predicted growth.

Hosted

Hosted solutions are yet another option for contact center and phone system needs. Under

this scenario, your software and hardware is “hosted” and managed by a third-party provider.

The hosted provider, versus the business owner, maintains the telecom hardware and may also produce and/or support the software that lives on the server. Businesses then pay to use and access the hosted system.

With a hosted communications solution, a business only needs to purchase and install the phones - be they desk phones, softphones or a mobile app - based on the offerings of the selected product. Substantially less infrastructure is purchased and maintained on-site. With regard to oversight, the hosted provider is responsible for the overall management of the telecom infrastructure, its integrity and security. A reputable hosted solution provider will also ensure the integrity of your data with an infrastructure designed to separate your information from that of other companies it hosts. With less infrastructure to maintain, business owners are freed up to focus on sales, operations and other parts of their business.

and reduce long-term total cost of ownership. Unlike premise-based systems, where the infrastructure hardware has a predicted

lifespan, hosted solutions with a good provider can also offer greater longevity.

Cloud

The third option, a cloud solution, takes the benefits of hosted communications to the next level. A true cloud contact center solution offers several distinct advantages beyond a hosted solution, specifically -- increased scalability and resource balancing abilities, improved disaster recovery and in some cases, additional feature flexibility. To understand how a cloud solution can provide these additional capabilities, let’s take a look at the infrastructure differences between true cloud and hosted solutions.

How Cloud Communications Solutions Differ From Hosted Solutions

With a cloud solution, customers’ data and applications run on the provider’s network, versus running on a specific server at the hosted vendor’s data center. A reputable cloud provider’s network will include geographically diverse, redundant data centers, with multiple servers within each data center. Customer traffic runs on multiple servers simultaneously, with no one facility handling more than a certain percentage of overall network capacity at a given time.

The true cloud infrastructure enables the provider to scale capacity and move resources around the network – either dynamically or manually – to properly account for customer needs.

In addition to allowing a cloud provider to quickly adjust to fluctuations in resource demands, a strong cloud infrastructure can also deliver a higher level of disaster recovery response and support. In the event of a server failure or other network disruption, customer data can be immediately

transferred and rebalanced across the network to prevent or reduce downtime. Along with ensuring continuity via its cloud infrastructure, a strong cloud provider also protects data integrity by employing a fault-tolerant design built to limit the spread of an isolated customer failure and avoid the “cascade effect.” A fault-tolerant design can

On-Premise vs. Hosted vs. Cloud

The chart below summarizes the differences and the benefits of each of the three alternatives:

CLOUD SOLUTIONS HOSTED

ON-PREMISE BENEFIT

Low – Requires CapEx Moderate High

Scalability

As Good as Provider Network, Plus Hardware

Most Reliable with Right Partner As Good as

Your Network

Reliability

Long & Complex Streamlined Fast & Simple

Implementation Time

Self-managed Simplified Almost None

IT Requirements Feature Flexibility

Limited

Limited Select What

You Need

Security Maintained by Provider

Minimal Capital Investment

Easy for Your Team to Manage

Customization

Capabilities Difficult to None Limited Highly Available

Cloud Concerns: Putting Myths to Rest

Despite the benefits, some businesses still have concerns about cloud-based solutions. Fortunately, many of these concerns are easily addressed by carefully vetting and choosing the right provider. Listed below are common cloud myths and the facts that debunk them.

The cloud isn’t secure. A cloud provider with the expertise to host a carrier-class network should have several best practices

in place to ensure maximum data and accessibility security. The provider should also employ industry standard encryption, firewall configurations and intrusion protection systems to prevent outside network

intrusion and ensure security for client data. But a cloud provider’s investment in security goes beyond equipment and technology. Since their business is security, reputable cloud providers also employ dedicated teams of experts who monitor and ensure network and data security. This focus on security translates into economies of scale for cloud contact center customers, who gain

access to resources and technology they might not otherwise be able to afford.

and Tier 1 telephony carriers. Also, ask about their disaster recovery plan and how your services would be impacted in the event that something does go awry. Reputable providers not only will offer 24/7 monitoring and support by an on-site infrastructure team, but will guarantee it – with cost penalties built in – in their Service Level Agreement (SLA).

You have less control. Since the cloud provider is managing the overall telecom infrastructure, you are able to focus on your business. Cloud apps afford the same level of day-to-day control over software operations as an on-premise system and often provide greater opportunities for oversight and hands-on management since accounts, users and functionality can be securely accessed from anywhere – not just from

the office. Many businesses also experience a greater sense of control when they move to those cloud providers that provide single source service, minimizing the number of phone calls needed to answer pressing questions and concerns.

Everyone has the same functionality.

The beauty of many cloud-based systems is in the customization capabilities they provide. They offer easier integration options with other cloud-based systems you may be using, like a CRM or accounting package. Such systems allow you to use them in a way that’s best suited to

your goals and processes, instead of being forced to adjust to fit the features the technology provides. In addition, new features

are added regularly and are available immediately without the need to upgrade the entire system.

to integrate.

Integrations between cloud-based systems are often pre-built or easier to facilitate. Look for cloud providers that offer an open Application Programming Interface (API) style platform, which allows you or a third-party developer to create a customized solution that can turn your wish list into reality.

Regulatory compliance will be an issue.

With the right provider,

compliance is easily covered without putting the burden of maintaining it on your staff. Cloud-based applications can often provide a more rapid rollout of new features that address regulatory standards, while ensuring conformity across multiple locations. Since cloud vendors are hosting and maintaining equipment on your behalf, they carry the majority of the workload in terms of ensuring they meet the compliance measures they promote. Make sure your provider’s system and network architecture is structured for maximum data safety and compliance with any regulatory standards that apply to your business (e.g., PCI, SOX, HIPAA, etc.). If they support clients in multiple industries, your business can gain the added benefit of compliance and security measures that

these other clients demand as well. In addition, verify that your cloud provider is SSAE 16 compliant; this standard defines how

service companies report on compliance controls.

Implementation will There’s no requirement to do a full “rip and replace” with the cloud if that doesn’t suit your business. With options like month-to-month contracts and little to no hardware to

install, you can move implementation along at the right pace for your organization by easily

migrating departments, teams or locations in small batches onto your new software.

There are hidden costs. This should not be an issue if you are dealing with a reputable provider that clearly

spells out the cost structure in its contract and SLAs. The real benefit of most cloud-based systems is that you won’t be forced to speculate and overbuy equipment to account for future growth. Plus, when extra licenses or access are needed, they can be added in hours to days, instead of potentially weeks as is the case with installed, on-premise systems.

The biggest misconception of them all. Businesses today operate in complex, demanding and ever-changing environments. To compete, you need communications solutions with the agility to respond. Sticking with the status quo is no longer an option.

Cloud Concerns: Putting Myths to Rest (con’t)

If you see your business reflected in one or more of the dynamics below, your contact center is a good candidate for the cloud.

Scalability

Quick & easy software upgrades Integration flexibility

Rapid Growth

Regulatory

Environment LocationsMultiple

Outdated Equipment SMBs & Mobile Workforce Built-in compliance Rapid deployment Conformity across locations

Single source solution Consistent customer experience

Centralized management

Improved functionality Managed upgrades & support

On-demand scalability Pay for what you use Levels the playing field

Cost-effective Easier administration

Remote management Access data from anywhere

Seasonal Business

Before you start exploring solutions and providers, make sure you have a clear understanding of your current and future business objectives. Having a clear vision, and ideas on how you’d like your new solution help you accomplish it, will make it easier to gauge which provider is the best fit.

• Building your internal cloud team • Auditing your business needs

• Developing a standard set of vendor questions to ask

Build Your Cloud Team

The first, most important step is to identify and build your internal cloud team. The team should consist of key people within the

organization who will help articulate current needs, navigate through various solutions and, ultimately, assist in successfully implementing the project.

Your cloud team must understand your business’ current landscape (e.g., existing hardware, software, problems, competition), and its overall strategic direction. Team members need to have a “big picture” view of your company and your industry so they can accurately represent the wants and needs of other related areas (e.g., finance, marketing,

sales) that will be affected by the change. Selecting the right people will not only help you gain valuable insights, but also secure buy-in from key individuals whose support you will need down the road, be it for finalizing the contract or working through implementation and training plans. While it is tempting to form a large committee, the cloud team really only requires a party of three:

Thought Leader

This is the “big picture” person who typically holds a C-level or senior position in operations. In addition to understanding the overall strategic goals of the organization, the Thought Leader must have the authority to make decisions and implement them accordingly.

This individual has a keen and

detailed understanding of your current environment, plus working knowledge of newer technology alternatives. Typically, this person is a member of the IT department, but he/she can also be that hands-on expert everyone turns to when systems go south.

Business Advocate

The Advocate understands the systemic processes behind the data. He/she has intimate knowledge of the business workflows, along with an understanding of the human elements behind those workflows. Typically, this individual might be the contact center manager or director of operations.

1. What are our company’s current

processes? Be honest about your needs and challenges. Critically evaluate what’s working and what isn’t to determine the gaps in your procedures and how technology might be able to fill them. 2. What are our goals as a company and for

individual departments?

Is it to streamline workflows to save time? Or increase closing rates? Maybe you’re looking to increase customer satisfaction scores? Whatever your goals are for sales or support, be sure that you have a universal and shared vision.

3. What vendors and solutions do we currently have in place? Review current contracts and solutions. If you have on-premise equipment, when are those contracts set to expire?

4. What are our current costs and what is our budget? In addition to the capital expenses of an on-premise system, don’t forget other costs such as the need for integration, upgrades, maintenance, security measures and other daily operating costs.

5. Are we (and other employees) happy with our current technologies? If not, what are the common complaints and issues?

Audit Your Business Needs: Today & Tomorrow

Audit Your Business Needs: Today & Tomorrow (con’t)

6. Are we providing our customers with a consistent, seamless experience? Do your current tools provide the data accessibility and integration needed to give your agents a complete view of the customer, avoiding repetitious questions and multiple transfers? 7. What other cloud systems are we using?

Are you currently using a cloud-based CRM? Are your employees already used to conducting business via a web browser? 8. How much fluctuation is there in

our communications needs? Do you experience seasonality or spikes in your business? How fast and how often do the seasonality spikes occur?

9. How much are we expecting to change and/or grow? If the answer is “I don’t know,” that’s the correct answer for cloud technology. Unlike on-premise solutions, which require you to make an educated guess on capacity, you don’t need to know the answer to this question because the cloud gives you

the flexibility to buy what you need when you need it.

10. Do we have specific compliance

measures we must meet? If so, what are they? Also, if you have telemarketing efforts, are you currently in compliance with the Telephone Consumer Protection Act (TCPA)?

11. What’s our competition doing in terms of sales and service? Where do they excel, and why? How are we stacking up and where do we want to compete?

12. How happy are our customers? Are satisfaction scores where you want them to be? How long does it take to get support or how easy is it for customers to buy your products? Dial into your phone system and see what the experience is like first hand.

13. What have we always wished we could do within our contact center? Start by understanding what your business objective is and then put the technology behind achieving that.

of companies

prefer the cloud

to

Provider Questions to Ask

In order to compare apples to apples, make sure you have a standardized set of questions to ask each provider. Don’t go out and

investigate systems based on what they offer; evaluate them based on what you want. Some sample questions are provided below:

1. What is your infrastructure like? Where is your data stored? Is everything backed up? What types of disaster recovery solutions do you have in place? How do you ensure the data is safe? Are your data centers active-active?

2. How do you monitor uptime? How will I be notified in the event of downtime? Will I be able to review your Service Level Agreement (SLA)? Will you provide guarantees and financial penalties if you fail to meet these requirements?

3. How does your support work? What are your support hours? Is your support managed internally and in a geographic location that is relevant to us? Are there associated costs? Are you a single source provider and will you serve as the interface on our behalf to resolve issues when other parties are involved?

4. Will I be compliant using your solution? What compliance requirements do you meet? Do you have routine audits done? 5. How will your features address our

needs? Please provide a full overview of functionality. What features do you have in place that address the goals unique to our organization? How often do you provide new releases? (Note: Avoid feature overload and overbuying. It’s easy to assume that more features must mean a better solution, but stay focused on the big picture of what you’re trying to accomplish and how a given provider can help you achieve those goals. If you only need a few simple features to be effective, that’s what the provider should give you.) 6. What kinds of customization options

Once you have built your cloud team, audited the needs of your business and developed a standard set of questions to ask, you will be ready to start exploring vendors. If you need help navigating the cloud communications landscape, please give us a call.

Provider Questions to Ask (con’t)

gain access from various browsers, or from mobile devices? Are functions easily completed with single commands, or do they require multiple steps? What training is available, both during implementation and on an ongoing basis?

8. Will your solution grow as our business grows? Do you have a solution that will last and can scale as our business demands change? Can you support the capacity of our seasonal needs? Can you provide customized solutions on demand to meet future needs? 9. Can you add licenses easily? Or is it

something we need to purchase upfront?

10. Can you integrate with our existing systems? Will I be able to port over existing numbers to the new system? 11. How much effort will it be to manage

and what will we have to manage? How much technical understanding does our staff need have to be to run your solution? How easy is it to administer and use? 12. How will you handle implementation

About Corvisa

Corvisa provides businesses with a single source for cloud communications solutions. As the only provider of a true product-plus-platform offering, Corvisa combines powerful contact center software, business phone systems and connectivity services with the unmatched flexibility of our Summit development platform. Backed by carrier-class network reliability and a passion for delivering unbeatable support, Corvisa is making cloud communications better.

About the Author

Matt Lautz President & CIO

Summary

For many contact centers, it’s just a matter of time before they make their move away from an on-premise system to a cloud-based solution. If you’re not already exploring cloud-based options for your contact center, you need to start soon. There’s a good chance that your competitors already have or are planning to make the switch. Increased competition, rising customer expectations and the perpetual need to reduce costs make today the best time to investigate cloud solutions.

The Cloud: A One-Minute Overview Need to share a quick, high-level overview of cloud communications that explains the technology and benefits

detailed in this whitepaper?

Watch this short video. http://bit.ly/1yQFEvB

As President and CIO of Corvisa, Matt Lautz is responsible for business development, strategic partnerships and product vision. Matt has served as the CIO for Corvisa’s parent company, Novation Companies, Inc., for the past three years during which he has played a key role in the technology