There’s a whole bunch of myths surrounding cloud-based communication solutions that are mostly used to dissuade enterprises from implementing them. Lack of control over company sensitive data and problems that may occur when integrating cloud-based solutions with other more traditional applications are the two most common concerns.
Companies Lose Control Over Key Data.
This is one of the most common arguments in the effort against cloud-based services. You have zero control over your data, you are at the mercy of your cloud provider when it comes to even the most minute matters like day-to-day changes in configuration or access control.
This argument could not be further from the truth since one of the key advantages is the modular user interfaces developed by providers – those turn into multifunctional tools in the hands of a manager. When it comes to contact centres, the managers can implement vast changes without any involvement from the IT department while even closely monitoring their agents since the tools they are using are fitted to them specifically.
As for the loss of control over key data, every cloud-based system allows storing sensitive information on the client’s premises.
The difficulty with integration is yet another myth that shrouds Cloud solutions. Most customer care centres today operate on-premise based systems that require cost-heavy CTI integration. Cloud, on the other hand, uses latest web services technology. It is designed with the phrase “user-friendly” in mind – making it easier to actually implement into a premise-based system, not to mention other cloud applications.
Cloud-based solutions are easily integrated and you don’t loose control over any data. So is this solution right for your enterprise? That is for you to decide.
Keep in mind that consumer demands are on the rise, mobile customer support access, social media integration and much more. Cloud could unify the whole field.
It does not solve all the problems but can solve most of them or in the very least point us to the logical solution.