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The 2018 Forrester Wave™ Analysis of Cloud Contact Center Solutions is Here Read the Report

Why Cloud Computing for a Contact Center?

You Own Less, But Command More

What is cloud computing?

A model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction.

-The National Institute of Standards and Technology, Definition of Cloud Computing

8 Reasons to Adopt the Contact Center as a Service (CCaaS) Model

Cloud Contact Center Advantages and Benefits

Per a 2016 report by Forrester, the advantages of cloud contact centers come down to more than just cost. Many of the numerous benefits fall under what Forrester calls agile operations: flexibility, scalability, ease of use and deployment, reliability and more. Here we break down the main cloud contact center advantages reported by enterprises who have adopted the cloud computing model for their contact center software.

  1. OpEx Instead of CapEx = More Affordable!

    With cloud computing you’re no longer tethered to real-world hardware. In the contact center, such on-premise infrastructure can be overwhelming: servers (multiple, redundant ones for reliability and backup), switches, phones , and more. With contact in the cloud, you forego Capital Expenditures on hardware in favor of a subscription-based, Operating Expenditure model that is easier on a business’s bottom line.

  2. Streamlined for Ease of IT

    Because hardware is off-site and managed by the cloud-computing vendor, your IT footprint is drastically reduced. Now your IT leaders need only to help ops and finance buyers shop for a single solution to fit requirements, rather than scoping, procuring, and planning maintenance for infrastructure. IT support staff then set up agents and admins with their standard desktop software, no phones required. And if software issues should arise, the cloud vendor’s support staff will help.

  3. Flexible and Scalable on Demand

    Cloud is ideal for growing and fluctuating businesses. This is especially true in the contact center space, where traffic is in constant flux. No need to plan for infrastructure to handle demand spikes. No idle hardware sitting around waiting for that burst of inbound traffic. Scale up or down as needed and pay only for what you use.

  4. Reliable and Disaster-Proof

    If your platform is hosted with an Infrastructure as a Service (IaaS) provider like AWS, as CxEngage by Serenova is, you benefit from world-class reliability. Everyone from SMBs to mid-market businesses to enterprises can benefit from the same technology that keeps world-class applications online. Features like active/active redundancy for instant failover, failure recovery, elastic load balancing, and latency-based routing keep your contact center online and performing at its best.

  5. World-Class Security

    Major cloud infrastructure providers must provide cutting-edge security features in order to be viable. To attract big-name application developers and web sites, they need numerous certifications and bleeding-edge protocols that stay one step ahead of attackers that would take systems down and tarnish the provider’s name. This means small or large, you benefit from security that would be hard to achieve in a locally managed environment.

  6. Multi-Tenancy with Ease

    Most cloud software vendors employ a microservices model that means iterative improvements to software go out to everyone, without disruption and wholesale alteration. This ensures multi-contact-center operations stay secure and up-to-date without effort. A true cloud CCaaS platform will provide the ability to spin up a new tenant at the click of a button, since resources can be provisioned in an instant.

  7. Work from Anywhere (Virtual Workforce Friendly!)

    Since all you need is a computer with internet access and a web browser to access and operate cloud software, your workforce can be distributed among multiple locations, including working from home. One report from Datamonitor stated that virtualized contact centers can achieve a 92% savings versus a premise-based model.

  8. Eco-Friendly

    The reasons for going cloud aren’t just selfish! While the benefits for your business are profound, the environment gets a little bit of love too. Since your computing resources are likely shared, and only what you need is provisioned, this means no resources are active but idle, wasting power. Want to learn more about why cloud is green? Visit our page on why computing in the cloud is better for the environment.

Serenova: A Proven CCaaS Provider

For the contact center in particular, traditional approaches to software and infrastructure have severely curtailed flexibility and agility. Contact centers experience difficulty adjusting capacity to meet demand. Purchasing and deploying new licenses to meet short-term needs is impractical in terms of time, cost, and resources. And you end up paying for more than you use. In light of these facts, the benefits of cloud call centers become clear.

Serenova addresses all these issues and has been on the CCaaS market longer than any other provider. Our experience ensures you more of the cloud call center benefits than other vendors can provide. Moreover, our new CxEngage platform brings these years of industry experience in the cloud to the table, while adopting the latest technologies and building from a unified vision. We started out building cloud software to serve the LiveOps Inc. distributed agent workforce. We combined this experience serving the industry with cutting-edge technology and software development methodologies. Our platform was built omnichannel from the start. No bolted-on solutions with disparate UI and codebase. No toolbox, just one tool for the contact center, embedded in your CRM.

Our experience lends us unique insight into the key requirements of contact centers, particularly those deployed in the cloud. Years of feature requests and input from customers combined to build a platform that’s effortless to administer, simple for agents to use, elegantly rich with dashboards and reporting data, and API-first to allow infinite extensibility.