Know more about it. Call Center Cloud Computing Pros and Cons. At the end of the post, decide whether this technology is right for you.
Cloud computing has been all the rave in recent times due to the value it offers call center operators. For the plain Joe and Jane, it is simply a technology that helps your organizations "put all their eggs" in one basket and host everything with an outside server provider. Putting all your software, databases and technologies at a server other than the call center's is a great way for them to save money by significantly reducing their cost to operate. Less maintenance, monitoring and upgrades and "outsourcing" those to the server maintainer saves money. For the call center techies, it is a web services technology that enables advanced software integrations with other applications and services. This will provide you the convenience to integrate home-grown CRM applications, create custom agent desktops, use integration frameworks to create unified agent desktops, retrieve data from external systems for call routing, and more. All of that in one single umbrella system that is hosted and maintained by your server provider. In essence, it is outsourcing too.
However, there is much talk about call center cloud computing both pros and cons. On the surface, it is easy to realize the benefits of this technology: ease of use for your agents, lower operating cost for the operator and scalability. Call center operators will have less worries about upfront investment because this technology is on a subscription basis where you only pay for what you use. On the other hand, network security and legal experts also have raised their worries about cloud computing technology as it is applied to call centers. Since call center cloud computing is relatively new and the fact that call center operators would have minimal control over what they have stored in the third-party servers, precious customer and proprietary information are exposed to risks to hacking and other security risks. Additionally, if the server is located in the US (which is usually the case), information can be called upon by the US Justice System to aid in criminal investigation without the call center operator having a say about it.
As more and more outsourcing providers look for more ways to operate efficiently, cloud computing should definitely be the trend most of them will head to. After all, they are in the business to save costs. However, in this early stage of this web service, risk implications is still a huge consideration until such time developers can create a more secure system of call center cloud computing.
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Awesome! 9 times retweeted, Thanks to all. Really unexpected. :)
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