Should your contact centre run on private, physical servers, or in the public cloud?The answer depends on your business objectives.

Round 1 – Private Vs. Public Cloud

The Fight for the Cloud

Cloud is enabling businesses to transform contact centres and enrich customer experiences. But with configurations available, which is best for your needs?It’s time for your options to battle it out.

The gloves are off.

Private Cloud

SecurityAccess is limited to private and secure network links rather than the public internet.

ControlMaintain complete control over system operations, functionality and scalability.

Scalability Unlike public cloud, you don’t need to worry whether a vendor has capacity to support growth.

Round 2 – Single Vs. Multi-Tenant ArchitectureYour architecture model needs to fit like a glove – which is right for you?

Single-Tenant ArchitectureYou’re allocated your own application

instances to be run on your own or shared hardware

Multi-Tenant ArchitectureThere is only one application

instance, and all clients use the same application

Public Cloud

CostYou don’t need to invest in hardware, software, support staff or operational resources.

LocationPublic cloud is accessed via the public internet, removing any physical location barriers.

SpeedTypically, public cloud is seen as the more agile option.

Frequent UpgradesVendors continuously upgrade and patch,

using feedback solicited from users to keep you as up to date possible.

IntegrationPay attention to how the vendor supports system integration with on-premise systems or those of other cloud providers.

SecurityWhat certificates does the vendor have? Do they self-certify or externally certify with compliance regulations? Be sure they take security seriously.

UsabilityExamine how to set up potential systems, how many users can have access to capabilities, and how easy it is for them to complete tasks.

Quality of serviceScrutinise the vendor’s past. Have they grown consistently? Are they a global market leader? Do they have a history of innovation?

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Organisational FocusThe continuous deployment of

features mean you can focus on your business units’ needs rather than

software management.

Deeper Security ControlsVendors provide robust options for

security configuration and customisation.

Greater Control You can decide when and how you

upgrade core service software, giving you more control over how you scale.

Final Round – Choosing a Knockout VendorWhen picking a vendor, don’t pull your punches – ask them questions, and carefully evaluate who you’re preparedto go into a long-term partnership with.

To learn how to take your business to the next level with a built to scale cloud contact centre platform click here

3 Considerations When Choosing Cloud for Your Contact Centre