cloud contact centerIf moving to a Cloud Contact Center was easy, everyone would be doing it, right? Well, for some businesses perhaps it may not make sense. Well not yet. It’s easy to get the impression everyone is moving to the Cloud. The truth is, almost everyone is thinking about it, but most are putting off the decision, and many who have moved, are not exactly over the moon.

There Are So Many Cloud Services

And the fact that there seem to be more Cloud hosting and SaaS services in the market than you can shake a stick at doesn’t mean that it’s easy to transition customers to the Cloud. It may be simple to set up shop as a service provider, but it’s almost impossible to deliver the type of expert and customized services which businesses get from their in-house staff who have grown with their systems, developed their solutions, lived and breathed their operational processes.

In fact, it’s probably harder to be a Cloud service consumer than a Cloud service provider. Ironically, with Cloud or SaaS provision you often have to do more for yourself, and have less control. Especially as one of the motivations for moving to the Cloud is because you can’t maintain the skills or systems you need on premise. Staff move on, solutions are overtaken by new technologies, and it’s very tempting to replace your existing assets with shiny new Cloud services.

So What’s The Answer? Well, As Julius Caesar Said, It Comes In Three Parts.

Firstly – Understand what you have, and identify the gaps between your existing solutions and your business requirements, at least in the short term. Create a blueprint of your key processes and systems, and ensure that any Cloud provider can at least provide like for like services.

Secondly – Do a proper cost-benefit analysis of moving to a Cloud Contact Center, to see how it will impact your business. Do this for a three-year period, and a five-year period, and perhaps even for a seven-year period. Many businesses keep systems running for seven years or more without major changes, and there are third-party maintenance options if the original vendor won’t underwrite such long-term value.

Thirdly – Consider alternatives to plug the gaps in your existing solutions, at least in the short term. Can systems be patched or upgraded? Will replacing some components give you enough improvement to meet your business needs? Are there ways of integrating new technologies without ripping out your existing assets?

What Else Should You Consider?

Short-term planning is important, because with the current rate of progress in technology and service offerings, even six months could make a significant difference to the cost and pain of a transition to a Cloud Contact Center. One thing you can be sure of is that the Cloud and SaaS landscape will not stay the same. Service providers are rising, falling, merging and diversifying at an alarming rate, so if you can afford to wait you may have a much easier ride.

Going Back is Never Easy

Finally, although many businesses have benefited enormously from Cloud Contact Center services, for those who regret their move to hosted services there is no easy way back. Once your staff, your premises, your legacy systems are gone, sold, decommissioned, it’s very difficult to move away from your Cloud Contact Center provider. So be careful what you throw away: your existing solution has met your needs so far, so are you quite sure it can’t meet them for some time to come?

How Can PSS Help

As an independent integrator of contact center technologies, PSS is able to provide an objective view of business strategy and cost-benefit analysis of technology change.

The Cloud

If you decide that the Cloud Contact Center is the right solution for you, PSS can support you through this technology transition. We are vendor independent, with experts from legacy products to emerging technologies. PSS has conducted a large number of successful transition projects in large and small businesses, and has developed. We offer a blueprinting service to ensure you cover all your key business functions and operational processes. We can help you consider your options, plan your transition, keep BAU services running while you bed in the Cloud Contact Center solution, and safely decommission any systems no longer required.

Private Cloud Managed Service

Alternatively, a PSS managed service offers most of the advantages of a Cloud-based model without any of the disruption and costs associated with moving to the Cloud. Our ProPSS service manages the entire contact center IT infrastructure in a “Private Cloud” model with the infrastructure remaining on premise.


For more information about the whether to go to the Cloud Click Here

If you would like to discuss any issues about Cloud Contact Centers:

Call US: 877 289 7770

Call UK: 0800 012 4054



Cloud Contact Center considerations from PSS Help