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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