5 Signs it’s Time to Move to a Cloud Contact Centre

Content Guru

Adopting a CCaaS model is increasingly becoming the preferred option for organisations in both the public and private sector. Have you embraced the cloud yet? If your existing on premise set up is displaying any of the following five signs, it’s probably time to move to a cloud contact centre solution.

1. Your on-premise solution… causes friction in citizen interactions

Long wait times, uninformed contact centre staff, and limited business hours. These are just some of the causes of friction that prevent a smooth citizen engagement journey. Any part of your citizen engagement that causes friction is a detriment to your organisation, harming citizen trust in your services.

In order to deliver a frictionless citizen experience (CX), building services around your citizens, and their evolving expectations, is crucial. However, this is easier said than done with an on-premise solution. To trial new services, organisations often need buy, or rebuild environments from scratch.

For a more flexible, and citizen-orientated service, you should consider switching to the cloud.

2. Your on-premise solution… treats channels separately

As part of delivering a frictionless CX, your citizens should have the ability to begin their experience with your organisation on one channel, and continue onto alternative channels seamlessly. Every point in their journey should be visible to your organisation, and to the agents servicing them. Treating your channels as independent siloes removes this possibility, and greatly reduces your ability to deliver a quick and connected experience. Having access to management information from a single service layer across all channels will provide the insight required to optimise your citizen communication journeys in real time.

If delivering a seamless experience is as important to your organisation as it is to your citizens, choosing a cloud solution with diverse omni-channel capabilities is an imperative.

3. Your on-premise solution… is difficult to manage

Struggling to stay on top of all your integrations and systems? Perhaps complex upgrades, integrating components from different vendors, and constant server maintenance are overwhelming your internal IT staff? These are signs that your current solution is difficult to maintain. It’s very common to have multiple systems working together on different aspects of CX delivery, from reporting and call recording, to email and CRM. Even so, the challenge lies in keeping all these separate islands working together.

If your systems do not integrate well with your solution, or you’re finding it hard to make all of them work in harmony when updating, it’s time to upgrade to the cloud.

4. Your on-premise solution… makes budgeting and billing unpredictable

“In the decision to upgrade to the cloud, the initial investment into their on-premise solution holds most organisations back” comments Jay Choudry, Solutions Consultant at Content Guru.

“The assets associated with an on-premise platform are typically depreciated over a 4-5 year period. Although organisations want to sweat out the asset for as long as possible, the sheer amount of unforeseen costs, such as replacing servers as part of hardware upgrades, infrastructure licensing, hosting costs, and the significant effort to maintain, makes on-premise solutions no longer cost-effective”.

Is cost a key driver in your decision-making process? With cloud contact centres up to 27% cheaper than their traditional counterparts1, it’s worth exploring a switch to a CCaaS model.

5. Your on-premise solution… does not scale easily

Black swan events such as COVID-19 have shown that on-premise solutions are no longer reliable in a crisis. They cannot scale quickly enough to meet demand when citizen contact levels spike, or scale seamlessly to support a high volume of home-based workers. This severely disrupts a public sector organisation’s ability to deliver its services effectively and transparently amidst upheaval, and thus maintain citizen trust in a crisis.

Public sector organisations have a duty of care to their citizens and staff, and scalability is a critical factor to support these initiatives. If your on-premise infrastructure cannot scale to support home-based workers, then your organisation needs to move to a cloud contact centre solution.


Ready to Move to a Cloud Contact Centre?

Switching your contact centre to the cloud can be an intimating prospect without the right support. Discover what it means to migrate to the cloud with Content Guru: https://bit.ly/3bohWQn

1Aberdeen Group, ‘Transitioning your contact centre from on-premise to the cloud’, 2013