Everything is going to the cloud, most CIOs now agree on that. When it comes to their own applications, they are often less enthusiastic. This is partly because the cloud is not an unambiguous concept; Another factor is that few organizations fully opt for the cloud. Moving separate applications to the cloud seems to make things more complicated than simpler: in IT land, almost everything is literally and figuratively interconnected.

However, Dimension Data's annual benchmark study shows that the cloud for contact centers is on the rise. Or rather: when investing in new applications or spending on large-scale upgrades, the number of contact centers opting for an on-premise solution decreases – by no less than 22,6 percent. In the group of doubters who do not yet have a cloud solution, 34,2 percent think about a hosted solution.

Once tacked the picture changes. 88,8 percent of cloud migrants say they have cut costs; 85,7 percent indicate that they are now able to pay for what they actually use. Nine in 84.2 cloud fans say the move has resulted in greater agility and XNUMX% say cloud provides more agility and faster time to market.

I would like to give the contact center manager three considerations, which are closely related to Dimension Data's results. First of all, cloud technology has reached a sufficient maturity level. Users are satisfied and there are no known dramas – as in the past with CRM implementations – where companies came to a screeching halt.

Second, for many companies, moving to the cloud is tied to timing and financial constraints in many ways. Only when an upgrade is required or replacement demand comes into play, when existing functionalities fall short or when savings are required in both the business and IT, do CIOs and business managers enter into a dialogue with the suppliers. Only then is the business case made. That is actually sad, because with a good business case you not only include the remaining depreciation costs of existing solutions, but also the cost savings and the extra possibilities of a new solution. Starting too late with a business case means that you write off properly, but you can only benefit from benefits much later.

Virtually all traditional enterprise solution providers are themselves at a tipping point: do we keep the customer in if we get them from a licensing model to a cloud solution, or do we lose the customer if we stick to our licensing model because they then choose a different supplier? The question is how suppliers deal with this, but I know that large parties would like to benefit from the licensing model for as long as possible. There's nothing wrong with licensing, but with the advent of the cloud, there's simply more to choose from.

Cloud solution providers also know that a huge range has emerged and many a business manager's choice is strongly influenced by the confidence he has in the migration team. No cloud migration is standard work. Contact center solutions are at the heart of the IT landscape of many companies and with a migration to the cloud, all important issues (continuity, reliability, security) become even more important.

That is what makes – in third place – the complete completion of the business case so important. Of course, the cloud solution is central, but cloud is more than just technology. For a successful migration you need a reliable partner with whom you can work well. And for a 'good feeling' you need a solution that is in a fully certified environment, so that you benefit from the economies of scale in the security field. A cloud provider understands more about security than the IT departments of the first small and medium-sized company. When did the last audits date?

Maarten van de Pavoord, business development manager CXCloud (a service of Customer Interaction Group)

Interesting article? Share it!