Why Contact Centres are Moving to the Cloud Phil Wainewright Software industry analyst, blogger and consultant
Why Contact Centres are Moving to the Cloud
Phil Wainewright
Software industry analyst, blogger and consultant
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Business must connect to compete
Collaborative
Real-time On demand
Automated
Global
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Business must connect to compete
Collaborative
Real-time On demand
Automated
Global
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Cloud spending is growing fast
Forrester: Sizing the Cloud April 2011 (Forrester #58161)
SaaS: Software as a Service
PaaS: Platform as a Service
IaaS: Infrastructure as a Service
BPaaS: Business Process as a Service
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Cloud call centres are a rising trend
Forecast adoption of hosted and as-a-service is significant
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Set to repeat trends in other sectors
• Online security and monitoring
– Email filtering
– Web security
– Web analytics
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Set to repeat trends in other sectors
• CRM
– Sales automation
– Inbound marketing
– Customer service
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Best practice moving to cloud
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
It’s not just about time and money
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Sometimes, the grass is greener …
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Expect continuous innovation
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Don’t plan, jump in and iterate
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
Some questions to ask
Openness
Bandwidth Infrastructure
Track record
Processes
?
http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011
How to make the move
• Identify your key pain points
• Plan the transition
• Implement rapidly
• Iterate frequently