Contact Center: is it worth moving to the cloud ?

Many contact centers are choosing to move their infrastructure to the cloud, and for good reason. The cloud is turning contact centers into CCaaS (Contact Center as a Service), allowing them to manage the entire customer relationship and leverage new channels. Are cloud solutions less secure? Learn more about cloud contact centers in this blog article.

What is a cloud contact center?

A cloud contact center is a system for managing all customer communications, both inbound and outbound, hosted on servers in the cloud. UCaaS (Unified Communication as a Service) solutions are similar to ccaas solutions, but focuses on customer communication rather than internal and external communication and employee collaboration. Cloud-based contact center solutions typically offer the ability to serve customers via voice, SMS, email and many other digital touch points from a single application. This means they go beyond call centers that only offer phone-based features, and offer multi-channel capabilities.

Will moving to the cloud weaken the IT team?

Maintaining on-premise systems can be a full-time project for an IT department that has to manage applications and the servers, they run on. Updating contact center applications to access new features can therefore be a challenging task. While these activities are important, they take time away from the real purpose of IT: to provide solutions that drive innovation, generate more revenue and offer new services to customers. Cloud solutions are vendor-neutral, so IT teams have more time to focus on interesting and strategic initiatives.

Are cloud solutions less secure?

With on-premise solutions, customers are responsible for security, including updates. Not only does this take time and increase risk, but it also requires specialized knowledge that many companies don't have. In contrast, cloud-based systems are developed and managed by experts who have advanced methods and invest in software and data center security. This saves a lot of security costs, but it also saves money.