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Why Contact Centres are Moving to the Cloud

Phil Wainewright

Software industry analyst, blogger and consultant

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Business must connect to compete

Collaborative

Real-time On demand

Automated

Global

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Business must connect to compete

Collaborative

Real-time On demand

Automated

Global

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Cloud spending is growing fast

Forrester: Sizing the Cloud April 2011 (Forrester #58161)

SaaS: Software as a Service

PaaS: Platform as a Service

IaaS: Infrastructure as a Service

BPaaS: Business Process as a Service

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Cloud call centres are a rising trend

Forecast adoption of hosted and as-a-service is significant

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Set to repeat trends in other sectors

• Online security and monitoring

– Email filtering

– Web security

– Web analytics

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Set to repeat trends in other sectors

• CRM

– Sales automation

– Inbound marketing

– Customer service

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Best practice moving to cloud

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

It’s not just about time and money

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Sometimes, the grass is greener …

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Expect continuous innovation

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Don’t plan, jump in and iterate

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

Some questions to ask

Openness

Bandwidth Infrastructure

Track record

Processes

?

http://www.pcxvs.com/ | Contact Centres Moving to Cloud | © Procullux Limited, 2011

How to make the move

• Identify your key pain points

• Plan the transition

• Implement rapidly

• Iterate frequently