What should you consider when selecting a cloud contact centre solution?

The cloud contact centre market can be tricky to navigate, so how can enterprises select the right solution?

The cloud contact centre solution market can be tricky to navigate

Today, there is a lot to consider when it comes to selecting a cloud contact centre solution. In order to elevate the customer experience and increase organisational efficiency, it is integral that companies make the right choice.

How to select a cloud contact centre solution

Evaluating potential cloud contact centre solutions is not a particularly easy task considering the vast amount of choice and differentiation on the market. Indeed, cloud vendors have inherent strengths and weaknesses that every buyer should consider before investing.

In order to aid enterprises during this process, Cloud Call Center Search has released a handy guide for decision makers. First and foremost, the paper notes that it is integral to define business goals in order to achieve desired results.

Next, it is necessary to define channel, feature, and function requirements as well as identifying relevant vendors. Only then can decision makers evaluate solutions and subsequently select tools based on their alignment with organisational goals.

Following on from this initial evaluation stage, it is then time to migrate, train, and implement. Finally, it is crucial to monitor results in order to optimise the effectiveness of a cloud contact centre solution.

Can an independent consulting group help?

While the aforementioned steps may appear somewhat straightforward, this process is often incredibly time consuming and expensive. However, working with an experienced partner is a great way to objectively control these factors when researching, evaluating, selecting, and implementing a new solution.

Cloud contact centre solutions are not one-size-fits-all, but instead differ in terms of suitability and scalability. By using an independent consulting group such as Cloud Call Center Search, however, enterprises can benefit from the broadest possible view of potential options.

Working with technology experts during this selection process is thus incredibly rewarding. In turn, decision makers can ultimately benefit from choosing the right system for their organisation’s individual, specific needs.

If you are considering new cloud contact centre technology, or are looking to switch from a premise system to the cloud, it is vital to select the right partner. If not, you run the risk of wasting valuable time and resources on a poor, costly decision.

Why is there a major gap between expectations of public cloud and reality? We spoke to Peter Linkin, Senior Director of Enterprise Marketing at Cohesity, in order to find out