Having your contact center in the cloud: Advantages and pitfalls

Having your contact center in the cloud offers several advantages beyond flexibility, scalability and efficiency. A cloud-based contact center solution can help businesses improve customer service, increase productivity and reduce operational costs. However, there are also a number of pitfalls to consider.

By Helene Bonne

A cloud contact center offers multiple benefits. However, there are also pitfalls that businesses should keep in mind. So why choose – or avoid – a cloud-based contact center?

Here are the key advantages:

1.Flexibility and accessibility

• Since the solution is browser-based, agents can access the contact center from anywhere as long as they have an internet connection and a browser.
• No dependence on physical infrastructure, making remote or mobile work easier.
• Uptime is typically higher with a cloud-based solution than with an on-prem solution. With data stored in a data center, you avoid dealing with hardware failures.

2. Integration with existing systems

• If you use Office 365, a cloud-based contact center can integrate seamlessly.
• It is possible to integrate with your existing platforms and systems via open APIs.

If you choose a solution like Zylinc Cloud, we ensure integration with Office 365, Microsoft Teams and mobile phone real-time availability status from most telecom operators. We can also build integrations with any company database, along with CRM systems like NPS Today, Salesforce, Zendesk or queue and appointment systems like FrontDesk.

3. Scalability

• Cloud-based solutions can easily scale up or down to match business needs.
• New/more users or features can be added without major investments in new hardware or (manual) IT resources.

4. Automatic updates and maintenance

• The system automatically installs new features, improvements and security updates – again, without straining internal IT resources.
• No need for manual software updates or server maintenance.

5. Enhanced security

• Secure login via Microsoft 365 with Multi-Factor Authentication (MFA) support. Often, no additional password is required for a cloud contact center solution.
• As the system is updated automatically, you always have the latest version which adds to improving security.
• Security is further ensured by the cloud provider. Data center security is typically stronger than an on-prem solution since security updates are deployed automatically.

6. Cost efficiency

• No need for expensive, power-consuming or security-sensitive on-prem servers or IT support for maintenance.
• Pay-as-you-go pricing model, which can be more cost-effective than traditional solutions.
• CapEx vs OpEx: A SaaS solution typically comes with a predictable, fixed cost.

7. Improved user experience

• When users consistently work in a familiar interface – whether from home, on the go, or in the office – they become more efficient.
• Users have access to all integrated systems and remain an active part of the team, regardless of working location.

8. Data for quality assurance and workforce management

• A comprehensive and complete overview of all customer inquiries, as all calls are managed in the same system.
• Extract data for measurements, quality assurance, planning and staffing.

However, there are pitfalls to consider. Here are key ones to address:

1. The cloud provider’s server location

• Are the servers located within or outside the EU? Server location is crucial for data security, especially concerning GDPR regulations.

Also, ask the provider how secure their servers are – do they have redundancy to prevent data loss in case of failure?

2. Stability and support

• Does the provider have a support number you can call in case of a failure? Is 24/7 support guaranteed, and is assistance available in your preferred language?

A robust system should withstand failures and recover quickly. Ask the provider how the system is designed to ensure stable operations.

3. Customization to your needs

• Can the system be adapted to your workflows, requirements and system integrations?

Not all systems are flexible enough to meet specific business needs. Make sure to check if the system aligns with your company’s requirements.

Be aware that cloud solutions may not always be as customizable as an on-prem solution – but they often come with lower costs.

4. Cybersecurity: NIS, GDPR and AI

• How does the provider handle cybersecurity?
• Can data be anonymized?
• Is it easy to locate and delete customer data if a person requests to exercise their “right to be forgotten” under GDPR?

Also, investigate whether the provider uses overseas subcontractors for AI processing or storage, which could mean your data leaves the EU.

Built-in softphone or external device?

• Does the solution include a built-in softphone or do you need a separate device?
• Where does the audio come from and how is the connection managed?

If the audio is delayed or choppy, it can negatively affect the customer service experience and the agent’s ability to assist effectively.

By asking these questions, you can better assess whether a given contact center solution in the cloud meets your needs and security requirements. A thorough review of the provider’s services and technical setup can help you avoid many future challenges. With the right provider, there are, nevertheless, many benefits to reap.