Mistakes to Avoid When Using Cloud Contact Centre Technology
Providers failing to fully prepare for cloud implementations
Service providers often assume they have the structural organisation in place to implement a new cloud proposition. They often underestimate the challenges to overcome and the timeframe for operational readiness. In our experience, it’s usually a bad assumption. They often have to pool resources from a range of disparate teams to make it happen and frequently they can run into trouble if they try to work in isolation on such projects.
Service providers should expect their cloud application provider to provide support based on experience creating an “as-a-Service” solution and to have programs which deliver help, advice, and strategic consultancy that ensures long term success. Service Providers looking to become a contact centre as a service provider should expect to engage teams from marketing, product management, sales engineering, sales, as well as operations and engineering.