Moving Your Call Center to the Cloud: 5 Things to Consider

Everyone’s heard about the benefits of moving to the cloud. It’ll save you money. It’s easy to implement. It’s totally scalable. But even with its numerous benefits, many businesses still have reservations about moving their call centers to the cloud.

We totally understand. It’s a big decision. And before you decide to move your contact center to the cloud, it’s important to take everything into consideration. Below, we’ll discuss 5 things you should know before moving your call center to the cloud so that you can make the right choice for your business's needs.

What are my Internet and bandwidth needs?

As you consider moving your call center to the cloud, the most important thing to recognize is that your system will now run entirely over the Internet. This means that your Internet and bandwidth usage may increase. That being said, you'll need to discuss your new needs with your Internet provider to ensure you have enough bandwidth to successfully run your new system.

In order for your provider to help you make the right decision, you'll need to know how many concurrent calls occur during your call center's peak hours. It's also helpful to know whether you plan to use full quality audio (G711 Codec) or compressed audio (G729 Codec). This information will allow your provider to calculate how much bandwidth you'll need to support your call center operations.

How secure is my data?

One of the biggest concerns that business owners have about moving their call centers to the cloud is security. In fact, the question of security almost always makes an appearance in literature that addresses myths about cloud-based call center software.

Although data security is a valid concern, there's a good reason why this assumption is almost always labeled as a myth. Most virtual call center providers have a number of safeguards and best practices in place to help ensure that your data is protected. In addition, these providers have a teams of experts whose sole function is to ensure that your data and network remain safe and secure.

If you are still concerned about the possibility of a security breach, you can implement stricter passwords and firewalls on your end.

What disaster recovery services are available?

For many businesses, disaster recovery is one of the motivating factors for making the move to the cloud. When a natural disaster or emergency occurs, on-site call center hardware is often damaged, leaving businesses with no alternative solutions.

By nature, cloud-based call center software is more resilient to these types of problems. Many cloud providers have data centers around the world, providing automatic fail-over and redundancy for the call centers that they support.

But not all cloud providers offer inclusive disaster recovery services; if you don't read the fine print carefully, you may find yourself paying extra for peace of mind. Or worse, you may not realize that your call center's operations are unprotected until disaster strikes.

As you make plans for moving your call center to the cloud, take the time to ensure that disaster recovery and automatic fail-over services are included with your new virtual solution.

Will I need to purchase new equipment?

Although your new cloud-based call center software will come with a number of cost-saving factors, you may need to invest in new technology to make the most of its features and benefits. For instance, your existing phones and headsets may not be compatible with your new VoIP system.

If your current phones cannot be used with your new call center solution, you have options. Some businesses choose to buy converters that can be used to integrate their existing desk phones with the cloud, while others choose to purchase softphones. (If you aren't sure which one is right for your call center, you may want to view our comparison of traditional desk phones and softphones.)

Which cloud provider should I choose?

Once you've made the decision to move your call center to the cloud, you'll need to choose the provider that's right for you. There are a number of providers around the world that offer virtual call center software, but each one has its own specific price tag, features, and accessibility.

Before you start your search for a cloud provider, take the time to make a list of key features and functionality your call center will require. Depending on the nature of your call center, some of these features might include:

  • Time of day routing
  • Live call monitoring
  • Customized dashboards and reports
  • Integration with your existing CRM

Once you have a comprehensive list of your needs, you'll be able to make an informed decision about which virtual call center provider is right for you.

Moving Your Call Center to the Cloud

As you can see, there are a number of important factors to consider before moving your call center to the cloud. Easy implementation, savings and scalability are all features that make it a great choice for most call centers; but, it’s incredibly important to be prepared for the switch.

For more information about moving your call center to the cloud, explore the resources below: