Curious about the hows, whys, and what-ifs behind moving your contact center to the cloud? Well, you’re in luck. In a two-part Q&A series, Edify’s own Chief Technology Officer Bracken Fields is breaking it all down. He hopes to alleviate the fear businesses might have about going cloud-native and provide proof points as to why on-premise systems can’t and will never be able to provide the service today’s digital, global market demands.
Can you illustrate the biggest issue between on-premise and cloud solutions?
My perfect example involves food actually. If we wanted to find a sandwich for lunch, we wouldn’t have to think too much about it--get ingredients out of the fridge, walk around the corner to the closest sub shop, or order something on DoorDash, UberEats, and the like. But, if we were stranded on a desert island, we would spend a significant portion of our time trying to find food. And we would expel a lot of effort every single day just to get to a point where we were no longer hungry.
This is what an on-premise solution does. Contact centers have to spend so much time making sure their physical server works before they can focus or spend time doing anything else. Most companies are buying different functionalities from different vendors so their contact center ends up being like a sandwich with layers and layers, and when one layer is failing it throws the whole thing off.
What’s the current state of contact center infrastructure at most companies?
First and foremost, when you have old, outdated technology, you can’t be nimble. Today, less than 30% of companies have migrated to the cloud, which means the majority of companies can’t easily leverage market and technology advances. And so they feel shackled to outdated tech--that’s the exact issue we hope to solve. When you have physical hardware--servers in a closet somewhere with phone calls running in--you can’t make updates or perform maintenance during business hours because you need to be supporting your customers. So companies have to bring in maintenance guys to try to fix stuff in the middle of the night. Frankly, it’s expensive and outdated.
And how does that impact businesses?
Cloud solutions make it easy to make changes when necessary and the speed to implement is much quicker. The benefits of cloud-native solutions extend beyond the contact center and into your wallet too. We introduced the per user per day pricing so the expense is predictable. There’s no fixed cost per user with maintenance contracts.
What does a move from on-premise to the cloud look like?
For the agent, one day they will just log in to a different portal and maybe their phone restarts. For companies, your new solution would provide a team to implement the actual system and help get everyone set-up on the platform. It looks different for everyone so it’s hard to give a generalized answer.