A lot of tech trade media claims that: “Companies are lining up to move their contact centers to the cloud!” But we often hear decision-makers say: “Moving to the cloud makes no sense for us!”
So, what’s really happening out there?
Research shows that almost 29% of companies globally have moved to Contact Center as a Service (defined as public-cloud, multi-tenant platform). Another 20% have moved to a hosted/managed platform (defined as dedicated-instance, single-server platform owned and managed by a third party).
22% own and operate their contact centers from their physical locations and another 21% own and operate their on-premises contact center platforms with the dedicated-instance servers physically located at a third-party data center.
We’ve all heard plenty about the value of cloud in various applications. So, what’s causing companies to keep their contact center deployments on-premises — or return to on-premises after riding the cloud wave?
Let’s start with why Customer Experience leaders who are on-premises are Staying There…
- Reliability (45.9%)
- Security (41.4%)
- Customization (34.2%)
- Cost (28.8%)
Why are some Returning to On-Premises from the Cloud
- Security (54.5%)
- Customization (40.9%)
- Cost (13.6%)
Though much of the public square narrative around contact centers suggests cloud is the way to go, research shows that companies are staying with full on-premises platforms, adopting hybrid cloud/on-premises approaches, or, to a lesser extent, returning from cloud to on-premises environments.
Before choosing the best arrangement for their organizations, business leaders must evaluate the following:
- Opportunities – What problems or opportunities are you trying to address from your contact center? How can you deliver most efficiently and competitively?
- Cost – How does your cost structure look on-premises, with a hybrid architecture, or in the cloud? Factor staffing, technology, managed services, and all other related costs.
- Disruption – How much would switching architectures disrupt customer service and satisfaction, and over what timeframe? For large, complex contact centers, rip-and-replace may not be an option.
- Provider Innovation – Will staying in the cloud put you at a competitive disadvantage? Is your provider investing in on-premises platforms?
- Competitiveness – Are you able to stay competitive in terms of customer interaction capabilities and agent efficiency on-premises? Does it make sense to innovate by adding cloud-based applications?
Need help choosing a contact center solution that fits your business requirements? Contact us today: ((703) 321-3030 or GetHelp@tcicomm.com.