I am witnessing more and more, a domino effect of customers and other enterprises taking the jump from in-house data centre-based management for your contact centre and UC systems and moving them into cloud-based services. The value proposition for most businesses do stack up; you get a highly fault tolerant service, you get very flexible commercial options, enhancements and upgrades are done with virtually no impact to your business, and you expand and contract your service needs with ease.
But it isn’t for everybody, or for every type of business. I have heard of some horror stories where migrating to cloud based services for contact center or to replace your PBX has hampered revenue or has curtailed several value-added CX services that your customers were used to.
Here are some scenarios where you could find yourself out on a limb when it comes to your cloud services
The solutions of today are very much “out of the box” with some additional enhancements and/or configuration required. And that’s great. But what happens when things change, either by our own teams or by the actual cloud providers themselves? Where is this record of change activity being written? How can you be certain that the changes made we all approved and has not had a negative effect on your system’s service?
How you configure your design of service is yours and yours alone. The time and effort it has taken to migrate your business model into cloud services should be protected in case of theft or copying by the cloud provider. What are your protections, both technically and contractually to protect them? More to the point, what happens when you choose to migrate away from your current cloud service to another one? Can you easily extract the detailed configuration of literally hundreds, maybe thousands of hours of work safely and easily? Is your cloud provider even equipped to support such a request?
Following on from Scenario two, is the potential cost and risk of moving from one cloud provider to another. The market is constantly changing; with new providers, features, services and price points coming online all the time. What happens if your current provider fails to deliver on their promises? What if they raise your costs? If you are not able to independently extract your cloud design for your voice traffic or your contact centre and keep a running accurate record of your design, how will you be able to take advantage of new offerings and remain competitive?
Most businesses are risk averse, and the larger enterprises even more so. To that end they will likely have a portion of their services running in on-premise hardware and the rest in the cloud. This could be very tricky to manage, especially when it comes to design consistency. How can you be certain that your configuration in the cloud matches what you have in your premise-based systems? How do you keep them in sync? What happens if something fails in either/or? What is your fallback plan?
We have been in the configuration management space for over ten years. And the great thing is our capabilities work in both cloud and on-premise based solutions. So, when thinking about the above scenarios, by having a live, up to the second, record of your configuration, and “who did what” on your system can address these:
By having solutions like ours that are platform agnostic, and work to ensure you own your data rather than anyone else, protects your company. You can rest more easily knowing that your company’s designs, business knowledge and activity is recorded and tracked for you to access at any time.