Top Three Misconceptions About CCaaS Solutions [Webinar]

Spoken | August 9, 2016

If you’re reading this post, I’m going to assume that you’re curious about transitioning your contact center to a CCaaS or cloud model. That said, you may also be reading this because you still have reservations about uprooting your on-premise contact center infrastructure. So here you are, diligently investigating to avoid making an unwise investment and losing control of your contact center altogether.

If you currently use on-premises contact center infrastructure such as Avaya, you might feel attached to your legacy technology. And we get that; it’s a huge financial and cultural investment. But did you know that Avaya recently teamed up with Spoken Communications to present to you—the skeptical contact center supervisor—a CCaaS model that looks, feels and functions just like your old Avaya system, but with the added benefits of the cloud?

Six barriers to entry to the Avaya cloud call center (and how to overcome them)

Top three CCaaS objections

After spending last week at the Avaya user group conference (shout out to our new friends from Avaya Engage 2016!), we heard quite a few objections to the cloud. Happily, most of those concerns have been overcome in the last few years:

  1. A rip and replace will be disruptive. As with many things, this is an “it depends” answer. Yes, if you go with a cloud-in-a-box vendor, a rip-and-replace approach can be exceedingly disruptive. However, that is not the only approach to a CCaaS transition. We have found that a gradual method works much better and prevents rollbacks. You can choose the type of cloud that works for you–shared, dedicated or private–and choose a transition pace that prevents business disruption.
  2. I’ll lose control of my system. Not true! Many cloud solutions offer a level of control. The Spoken CCaaS solution powered by Avaya is designed to afford a 360-degree view of your operations. Get a 24/7 online dashboard to administer agents and users, play back and download call recordings, view real-time reports or even listen in on live calls. You stay in control of call center operations without the hassle of on-premise infrastructure.
  3. The cloud is always less secure. This is a myth we’ve been working to bust for years, yet many still believe that news headlines about hacks mean that all cloud platforms are inherently insecure. Again, this is an “it depends” answer: yes, some cloud platforms are vulnerable to security breaches. But most cloud platforms offer far better security than on-premise ones. A few questions to ask your cloud vendor:
    1. Are all the data centers PCI Level One compliant?
    2. What is your call encryption protocol?
    3. Do you provide unique encryption keys for each interaction?
    4. Do you encrypt the live call or wait until it is completed?

Five things you need to ask about security when choosing a cloud contact center vendor

Want to find out more about what it’s really like to take the leap into a CCaaS model? Join our webinar this Wednesday at 10:00 Pacific/1:00 Eastern in which leading BPO CIO Martin Ingram shares his experiences with moving to the Spoken CCaaS powered by Avaya:

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