Cloud Contact Center Debate - The Pros and Cons of Using a Vendor

April 4, 2017 mrmardis

Cloud Contact Center Debate - The Pros and Cons of Using a Vendor
Melissa Coen
Tuesday, April 4, 2017 - 11:00 Cloud Content Center Vendors

Chances are, whatever business you’re in, your company requires at least some contact center functionality.  Even if your business is something other than actually running call centers, most larger organizations have benefits hotlines and internal IT helpdesk services which require the ability to manage and properly route inbound calls.  The question is, does it make sense to leverage onsite equipment for this system or is it better to move to a cloud contact center instead?

With some help from the pros at TechTarget, here we compare the pros and cons of using a contact center vendor for these purposes.

Cloud Contact Center Vendors Pros Cons

Pros of Using a Cloud Contact Center Vendor

  • Lower capital expenses, as it requires less onsite hardware.
  • A focus on operating expenses, with a manageable monthly cost that can be spread out over the terms of the contract.
  • A reduction in IT support costs, both in time and resources, since the vendor handles the system implementation, ongoing upgrades and maintenance.
  • Quicker implementations since cloud-based solutions are packaged and “ready-to-go”.
  • Ongoing training and 24/7/365 support is available through the cloud contact center vendor.
  • Modifications to the system are quick and easy through a user-friendly web portal.
  • Enterprises reap the rewards of current systems, as they are continually upgraded and enhanced with better features and newer technology.
  • Highly scalable and extremely flexible – providing the ability to add users and resources to meet seasonal demands while scaling back when appropriate as well.

Cloud-based contact systems, like West Cloud Contact CE, offer the above advantages and many more. Cloud Contact CE is a Cisco-based fully-featured cloud contact center system. The solution provides comprehensive inbound, outbound, and multichannel contact center. It's designed to boost productivity, improve connection rates, and help build customer rapport. Call flows can be customized for a variety of uses: customer follow-ups; acquisition and retention; service; and collections. On top of that, in-depth forecasting, monitoring, and reporting capabilities are readily available. Cloud contact centers, like those from West, also have the ability to add modules for advanced capabilities such as PCI-compliant call recording and workforce management solutions.

Cons of Using a Cloud Contact Center Vendor

There are always two sides to every situation. Although seemingly few in comparison, there are a few items to consider when moving the enterprise contact center to a cloud-hosted vendor scenario.

  • The responsibility for the uptime and maintenance of the contact center system resides with the cloud vendor.
  • Not all service providers are equal; you’ll have to find one that understands your business and can meet its specific needs.
  • Quality of Service (QoS), speed, reliability and cost may change depending on the vendor’s infrastructure and financial situation, as well as each company’s Service Level Agreement (SLA).
  • The service provider decides which enhancements and updates are made and when to make them.
  • Some hosted service providers may be unable or unwilling to customize the system integration with your onsite equipment or unique situation.
  • There may be some hurdles that need to be overcome when integrating the vendor’s system into your company.

As is evident by the cons list, it becomes obvious that a critical debate point in this argument to either use a vendor or use on-premises contact center equipment, is which vendor to use. There are many positives to moving to a cloud contact center solution. When choosing this path, it is vital that the inquiring company partner with an industry-proven leader. Doing so makes most of the “cons” listed above irrelevant.

West is a vendor that has proven itself time and again as a Gartner Magic Quadrant leader for UCaaS, and a top choice for Fortune 100 companies. Not only does West work diligently to wipe away any concerns our customers may have, we also work to exceed customer expectations. Solutions are tailored to the individual company and add value that the customer may not have even knew they were missing.

For instance, an additional enhancement to today’s contact center solutions is further integration with unified communications. West’s Cisco portfolio extends beyond Cloud Contact CE to include VoiceMaxx CE, which includes Cisco HCS. This setup provides enterprises with both UCaaS and contact center capabilities based on Cisco’s Hosted Collaboration Solution (HCS). Let West show your enterprise why we win the debate for using a cloud contact center vendor.

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