Is a switch to a cloud contact center solution something you have been thinking about? If so, you aren’t alone. Many are switching to cloud-based customer service tools from on-premise or home-grown software. This change is expected to accelerate in the coming years. And yet, is a cloud solution really the right fit for your business?
I’ve hesitated to use cloud-based software in the past. Why? Because I heard it was too expense, too complicated, or not secure enough. Does that sound familiar? As it turns out, though, many of these concerns may just be myths.
So, what’s right? And what’s a misconception? At CBA, we’ve had experience in both cloud technology and on-premise solutions. In fact, my colleagues have seen a lot over the past 18 years of change. So, what have we learned? And how can it help you?
Let’s look together at 7 myths and the reality behind them. My goal isn’t to sell you on the idea but to give you a clearer picture, so you can make the best choice for your business.
Myth 1: "Cloud Contact Centers Are Expensive"
One of the biggest concerns we’ve heard about cloud contact center solutions is cost. It’s easy to think they’ll break the budget. But is that true?
The Reality
A contact center system that runs in the cloud may be cost-effective. Here’s a few reasons why:
- Lower Upfront Costs: With cloud solutions, there’s no need to buy expensive hardware or servers. Most platforms also work on a subscription model. This means that you can pay a predictable and regular amount instead of a large upfront investment.
- Scalability Saves Money: Cloud systems often let you scale up or down based on your needs. And it’s easier to change what you pay for as your business scales.
- Fewer Maintenance Expenses: Cloud providers often handle a large part of the development, maintenance, and troubleshooting. Of course, you may still need to care for some aspects yourself. But the need for in-house IT support and development is often less than with an on-premise solution.
As you can see, there are some distinct advantages to cloud solutions for customer service. And while a regular subscription may seem expensive, other costs are likely to disappear. That’s why I always suggest calculating the total cost of ownership.
A key is to look at the bigger picture. Instead of focusing just on the price tag, consider the value: scalability, reliability, and fewer headaches.
Myth 2: "The Cloud Isn’t Secure"
Security is often the first thing people worry about when it comes to the cloud. With so much sensitive customer data at stake, it’s easy to see why. But does moving to the cloud really put our data at risk?
The Reality
Cloud contact centers are often built with security in mind. In fact, they may even provide better protection for data than on-premises systems. Here’s why:
- Advanced Security Features: Cloud platforms often use encryption to keep data safe during transmission and storage. Features like multi-factor authentication can also add extra layers of protection.
- Regular Updates: Cloud providers often roll out security updates automatically. This can ensure that systems stay protected against the latest vulnerabilities.
- Compliance Standards: Most cloud providers are compliant with strict security and privacy standards, such as PCI DSS, HIPAA, GDPR, and SOC. For example, at CBA we offer Bright Pattern’s Cloud Contact Center System, as well as LivePerson’s Conversational Cloud. Both are compliant with all those standards and more. Can we really say the same about on-premise or home-grown solutions?
You might worry that putting your data in the cloud means losing control. I’ve felt that way. But the truth is, cloud providers take security as seriously as we do—if not more. Their business depends on it. And they can invest in tools and processes that many companies would find too expense or complex to use.
The key is to look for the right provider. Ask the right questions. Find out what their certifications are. Review their data protection and security processes. And consider asking for help from a trusted partner like CBA to guide you through the process.
Myth 3: "Cloud Solutions Are Hard to Implement and Manage"
What do you think of when you consider moving to the cloud? Many assume it will be a long and complicated process. And that it might even disrupt their business. This is a common fear. But is it accurate?
The Reality
Many cloud customer service tools are designed to be easy to implement and use. With the right approach—and the right partner—moving to the cloud doesn’t have to be overwhelming. Here’s why:
- Streamlined Migration: Cloud providers and system integrators often have tools and processes to make transitions smooth. We’ve done this before, and we know the steps to take and the problems to avoid.
- User-Friendly Interfaces: Some of these solutions are built for ease of use. This means your team may be able to adapt quickly without extensive training. And many systems include step-by step guides or training courses.
- Ongoing Support: You’re not on your own after implementation. Many providers, such as CBA, offer 24/7 support.
The key is to choose a partner who understands your business and can guide you through the transition. If you do that, then the move can be simple and well worth the effort.
Myth 4: "Cloud Systems Are Less Reliable Than On-Premises"
What if there’s an outage? What happens if the internet goes down? Putting a core function of your business in someone else’s hands is a valid concern. But what is the track record of cloud contact centers?
The Reality
Cloud systems are often more reliable than on-premises systems. Consider:
- 24/7 Support: Most cloud providers have 24/7 support and a high uptime guarantee. If it does go down, they’ll rush to fix it right away since many customers depend on the service.
- Redundancy and Backup: Cloud systems most often have built-in redundancies. If one server goes down, another steps in. Regular backups ensure your data is safe, even in rare cases of failure.
- Disaster Recovery: Cloud platforms often have disaster recovery plans in case of unexpected events, like natural disasters or cyberattacks.
What about internet outages? The truth is that these can disrupt a business, regardless of the system in use. But cloud systems may have multiple backup internet options and offline capabilities. These can help when problems occur.
It’s natural to have concerns, but cloud contact centers are designed to cope with challenges. And while no system is perfect, these systems are often more reliable than on-premise setups.
Myth 5: "Cloud Contact Centers Lack Customization Options"
I’ve heard that some stay away from cloud solutions for fear that they cannot be customized. We all work for businesses that are unique. What works for one won’t work for another. But are cloud customer service options just “one-size-fits-all” solutions? Will switching to one mean you have to give up some unique features that allow your business to thrive?
The Reality
Many of the options for cloud contact centers are easy to customize. They’re designed to adapt to your business needs, not the other way around. In what ways?
- Flexible Features: You can often pick and choose from a wide range of features, like automated workflows, AI-powered chatbots, and real-time analytics. Most platforms allow you to enable or disable features as needed. And there are often many configuration options and settings. These allow you to change things from the out of box setup to meet your unique needs.
- Integrations: Cloud systems can connect with other tools, such as CRMs. This means your team can keep using the tools they’re already familiar with. For example, Live Assist for Dynamics 365 is built to work right inside the Dynamics 365 CRM.
- Scalable Workflows: Customizable workflows let you design processes that match your team’s way of working. Need a specific routing setup? Or a unique escalation process? Most platforms make it easy to tailor these to your needs.
While it’s true that out-of-the-box solutions may not meet every need, the level of customization offered by modern cloud platforms is often surprising. Cloud contact centers are not one-size-fits-all. They’re flexible, customizable, and built to support the way you work.
Myth 6: "Cloud Contact Centers Are Only for Big Companies"
Are cloud contact centers only for large corporations with big budgets and massive customer bases? Or can they also be used by small or mid-sized businesses and customer service teams?
The Reality
Cloud contact centers are for businesses of all sizes. In fact, they’re often a better fit for smaller and mid-sized companies because they offer flexibility and scalability without the hefty price tag. Here’s why:
- Subscription Models: Most cloud providers use subscription pricing, meaning you pay only for what you need.
- Scalability for Growth: Cloud systems can grow with your business. Start small and expand as your team or customer base increases. There is no need for upfront investment in hardware or staff to manage complex systems.
- Access to Advanced Tools: Even smaller businesses can access AI, automation, and analytics—tools that were once only available to big companies. These features help you compete with larger players in your industry.
- Fewer IT Resources Required: Cloud platforms reduce the need for in-house IT support. Providers handle maintenance, updates, and troubleshooting. This may free up your team to focus on serving customers instead of managing technology.
I’ve seen some small customer service teams thrive while using cloud solutions. These are often a way to get the same tools and automations as the big companies, but at a price they can afford. It just wouldn’t be possible to do this without the cloud.
Myth 7: "Switching to the Cloud Means Losing Control Over Your System"
Some may worry that moving to a cloud contact center means losing control. If a vital system is managed off-site by a third party, is it possible to make sure everything runs the way it needs to?
The Reality
Cloud platforms are designed to give their user’s control—not take it away. You can still be in charge, but now with tools that make managing your contact center easier and more efficient. Here’s how cloud solutions keep you in charge:
- Administrator Control Panels: Cloud systems provide dashboards and tools where you can manage everything, from user permissions to reporting. You control who has access to what and can make changes in real time.
- Customizable Settings: You decide how the system works, from setting up conversation flows to configuring chatbots. Many platforms let you tweak and refine workflows to suit your exact needs.
- Transparent Analytics: Real-time and historical data are at your fingertips. You can watch agent performance, customer satisfaction, and other key metrics whenever you need to.
Even though the cloud provider manages the infrastructure, you can have just as much control as you would with an on-premise system. Or perhaps, even more. You’ll have better tools to enable you to measure and manage what is going on each day.
Conclusion
In this article, we’ve looked at myths about cost, security, reliability, customization, control, and more. What’s clear is that the cloud offers flexibility, scalability, and advanced tools that make it easier to deliver excellent service.
Of course, the choice of where to go is very much an individual decision. On-premise and home-grown solutions still have their strengths as well. So be careful, well balanced, and consider all the factors. Choosing whether to go to the cloud or not is a big decision. And choosing the right solution is another one. By separating fact from fiction, you can make informed choices that help both your business and your customers.
Tip: At CBA, we understand that transitioning to the cloud is a journey, not a one-time decision. We’re here to answer your questions, address your concerns, and help you find the right solution for your unique needs. Reach out to us whenever you have a need.
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