Page 9 - Telecom Reseller MayJun 2016

May/June 2016
Telecom Reseller 9

MILLER
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e number of cloud-based seats is expected to of the cloud if the complexity of migration and making, move your search along. A best-in-class glitches within the new system. Once this pilot
grow by 20% this year, another 18% in both 2016 integration weren’t holding them back. What’s cloud vendor shouldn’t shy away from legacy stage is completed, contact centers regain full
and 2017, and by 16% in 2018. And while those more, the same respondents also reported that, integrations or customization requests. Be sure to control over call volume, enabling them to set
percentages decrease slightly year by year, DMG though inexpensive to buy, cloud infrastructure specify your needs in terms of:
their own pace for the move to the cloud.
reports that the actual number of cloud contact o en proves expensive and di cult to implement ● Immediate needs to be addressed in a short Many of our clients desire a cloud transition
center seats is expected to grow yearly.
and integrate with other resources.
time frame
but have incredibly complex systems that no other
● Legacy infrastructure to be retained vendor can accommodate. It’s common for clients
Barriers to cloud integration for the Selecting the right cloud vendor for ● Legacy licenses to be recycled
to begin by addressing an immediate need with a
complex call center
your complex integration
● Data center consolidation
single application, such as IVR or call recording.
However, many organizations with call centers So, how can you sidestep the pitfalls other ● Telephony connectivity
Ask about future-proo ng A cloud-based
considering the transition to cloud are o en organizations have experienced due to complex ● Timeline and training
contact center provider should position
faced with considerable barriers to success. For cloud integrations? Here are three tips for Ask for a business continuity plan One of the organizations to accommodate future growth,
instance:
nding the right cloud vendor for your complex greatest barriers to successful cloud integration productivity and reliability. In this regard, contact
● Quantity Numerous data centers throughout integration:
for contact centers is preserving business center IT professionals should ensure their
the country/world
Demand a consultative approach Some cloud continuity, as a loss of call volume or poor cloud provider is able to consistently update
● Diversity Disparate systems in each data vendors only o er take-it-or-leave-it solutions customer experience can be detrimental. As such, products and services in keeping with the nearly
center
that are easier to sell rather than taking the time it’s important that contact centers nd a cloud continuous advancements in the telecom and
● Incompatibility Incompatibilities known to work to develop a customized plan with you provider that is willing to gradually transition call cloud markets.
and unknown among the disparate systems
and your legacy infrastructure. Accordingly, if volume. Speci cally, cloud providers with this
● Licenses Need to address existing on- the potential cloud providers you’ve researched capability will begin by adopting a small portion Taming complexity
premises licenses still under contract
only o er plans that restrict your decision
of your organization’s call volume to detect any
All clouds are not created equal. Finding a
● Consolidation/dispersal An initiative for consultative cloud vendor to tackle and tame
either consolidation or dispersal of data centers
a complex call center integration is essential
to a smooth and friction-free cloud transition. Demand a consultative approach Some cloud vendors only ofer take
Indeed, a recent survey administered by CDW Choose a vendor that has an experienced
revealed that 59 percent of respondents (all of management team that act as consultants for it-or-leave-it solutions that are easier to sell rather than taking the
whom directly participate in IT decision making your complex integration so you can integrate at
for their organizations) would make more use
the pace that is best for your organization. ■
time to work to develop a customized plan

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