There are many compelling reasons to put contact center solutions, including workforce optimization (WFO) applications, in the cloud.
Some of the top ones are:
It allows companies to get the system up and running and delivering information and benefits much more quickly.
It comes with highly experienced resources who are fully trained in using the application and available 24×7 to provide support.
Contact center managers do not have to depend on internal IT resources to provide support for their application.
Users receive upgrades and ongoing enhancements without having to go through an upgrade process, so they can quickly take advantage of the newest WFO capabilities.
Managers can add new WFO modules via a simple provisioning process.
It is highly scalable, so companies pay only for what they use – this is very helpful for contact centers that are impacted by seasonality.
The application can be acquired using the operating budget instead of having to get approval for a capital investment.
The operating expense of the application can be funded by the savings realized from using the system; this is particularly the case for first-time users of WFO, workforce management and analytics.
The service is designed to incorporate fully integrated back-up and disaster recovery at no incremental cost, eliminating a significant concern for most contact center managers.
The cloud is designed to be highly secure, as it must address the needs of security-conscious clients of all sizes and in all verticals.
The ease of using cloud-based solutions is changing the landscape for contact center and WFO solutions. Contact center managers have more choices than ever before and can pick the solutions and vendors they want to do business with. Very importantly, the cloud positions a company to do a “try buy,” which means that users can try out an application before they make a long-term commitment, which is something that users of workforce management solutions have wanted for years.
Donna Fluss, Founder and President of DMG Consulting LLC, provides a unique and unparalleled understanding of the people, processes and technology that drive the strategic direction of the dynamic and rapidly transforming contact center and back-office markets. Donna can be reached at [email protected].
To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
Functional
Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.