In the current business environment, CIOs are often tasked with moving the company to a cloud call center technology. That makes sense. Everything seems to be moving to the cloud these days. Case studies that show contact center as a service (CCaaS) can result in big cost savings, increased flexibility, greatly enhanced scalability, a big win in agility, and an overall competitive advantage are being published daily. The market for cloud computing is in the hundreds of billions of dollars and growing at a breakneck pace. Cloud services have gone far beyond being a mere buzzword.
Noted technology website Tech Radar summed up the appeal, “Altogether, cloud services offer unparalleled potential for improving business performance and increasing profits.”1
With this kind of build-up—and the promise of unparalleled potential—it’s little wonder that call center cloud services have been catching the attention of the C-Suite.
However, for too many organizations, their cloud platform transition has failed to live up to that potential. In fact, it’s entirely possible that even after a seemingly flawless transition, the cloud solution could end up underperforming the legacy customer contact center technology it replaced. A company could be left in a situation where it is missing key functionality, or stuck with a clumsy system that requires revamping its business processes to suit the capabilities of the solution. It could even end up being more expensive than the original. That’s the opposite of what’s supposed to happen, and leaves the CIO—the person who was under extreme pressure to adopt cloud call center technology—in a precarious position.
How can things go so completely off the rails?
The problem is that the focus on implementing a cloud-based platform can distract from the reality that there are hundreds of different vendors out there. Some CCaaS solutions are superior to others; each has different capabilities, pricing structures, and support standards. Each has a sales force that’s well-trained and determined to convince the CIO to sign up for their solution.
Not many organizations have in-depth knowledge of cloud vendors, systems, and integration challenges within their IT team. If they did, chances are they would already be using a cloud-based solution. So how does the CIO ensure the right cloud platform is chosen?
The answer is to partner with a trusted advisor. This is a neutral third party, a firm with extensive knowledge of cloud-based systems and vendors, the tools and hands-on experience needed to work with business units to determine requirements, and a proven track record of successful implementation.
That’s ACLIVITI.
Our team at ACLIVITI has a background in traditional business organizations. We can identify and work with business units to ensure all requirements are fully understood before going any further. We work with IT departments to fully understand the legacy system and its functionality. We know the strengths and weaknesses of vendors, and they know the capabilities of the competing cloud platforms. We have extensive experience in pricing and have negotiated over $1 billion in cloud contracts on behalf of clients. The ACLIVITI team will work with the CIO to be that critical missing piece: the expert resource.
We will ensure that the right cloud platform is picked, at the right price, so the organization realizes the expected benefits of transitioning to the cloud.
When the CIO is under pressure to think cloud-first, ACLIVITI is there to ask the right questions, provide expert guidance to help choose the right cloud-based solution, and has the know-how to ensure cloud call center technology is implemented perfectly.
1. https://www.techradar.com/best/best-cloud-computing-services
