In order to shift to cloud, the IT infrastructure of your company may require a heavy investment. Inspite of having numerous advantages of the cloud such as using the cloud service to deliver modern customer service, the ability to be proactive and deliver social customer service before you face customer issues, programmed hourly backups, virtualized servers etc., there are certain questions you should ask yourself before shifting your contact center technologies to the cloud.
a. Who is accountable for damages from interruptions in service? – In most of the cases, cloud providers refuse to take any blame on themselves in case of service interruptions. The providers clearly state that liabilities are non-negotiable and they will not entertain any customers with any entreaties. Many users face difficulty in convincing providers to accept monetary liabilities. Make sure, you have clarified this with your cloud provider before you move further.
b. Will your provider take care of your Data Security? – Before you opt for the cloud, ensure the security of your private data. You need to make sure that your confidential data are not played with. This will become a threat to your company’s growth. Therefore, before you choose a cloud service provider, it is wise to analyse their policies and make sure they possess the ability to keep your sensitive data safe.
c. How reliable are the Terms and Conditions of the provider – Your company will need to comply with the terms and conditions of the cloud provider before the system is deployed. However, there are two things that you need to keep in your mind. Try to look for data possessions and notification prompts. Before you choose a cloud provider, you need to make sure that their policies allow you to get back your data that you will store with them. At the same time, the provider should send you alerts or notifications before they update the terms so that you can prepare yourself to deal with the changes.
d. How protected will your records be? – Since your records are going to be stored off-site, you need to make certain that they are trustworthy. Take some time to learn about the security capability of your provider and seek for references. Herein you need to apply your diligence as the failure to do so will prove disastrous. Your vendor should maintain the confidentiality and security your information by properly encrypting them.
e. How comprehensive are the terms and conditions? – Before opting for cloud computing, you need to carefully peruse the terms and conditions of the provider. Ensure that their policies are transparent and you are able to understand them completely. Any complacency on your part can cost you a huge amount.
Take care of these points before moving your contact center to cloud contact center.