Navigating The Cloud Debate
Contact center platform vendors are transitioning to cloud offerings, but what if an enterprise is not ready to move all of its operations off-premises? According to our research, 57% of enterprises prefer approach to move applications to the cloud with minimal changes, leaving the core existing architecture unchanged. But when an enterprise or its IT department is confronted with advances in technology that are perceived to be competitive, there can be pressure to adopt a complete, end-to-end solution to stay current. This can lead to unnecessarily throwing out what works.
Some enterprises have legitimate concerns about the pace and consequences of making a wholesale cloud migration. Migrating to the cloud requires a complete assessment of privacy and data configurations: where the data is stored, if it crosses borders and the quality of a cloud provider’s assurances about security and governance. Enterprises may have customers in one part of the world, data in another, and contact center operations in a third, complicating the process immensely. Large enterprises and those operating in multiple verticals may see variations in security and privacy requirements among industries, or even among customers. Regulations and compliance practices that cover even a portion of operations can be seen as a hindrance to a full-scale migration.