In a recent webinar, Turn Your Call Center into an Intelligent Contact Center, we conducted a poll to find out what is keeping people from moving their contact centers to the cloud. The top reason was security with 53 percent and coming in at number three was compliance with 29 percent.
These are not surprising results. We have been hearing about the concern over the security of cloud applications since the inception of the cloud. And as far as compliance is concerned, this is a big one for any contact center with laws like HIPPA, Dodd Frank and GDRP, and issues like Payment Card Industry (PCI) compliance. But contrary to the poll results, these are good reasons to move your contact center to the cloud. And others would agree.
In an Aberdeen survey from 2018, Five Reasons Why Contact Centers Move to the Cloud, they surveyed 302 contact centers across the world regarding the top trends and best practices influencing their activities. Not a surprise to us at Five9, security and reliability were in the top five reasons why contact centers are increasingly incorporating cloud technology into their activities. At 70 percent Enhance Security and Compliance was number 4 on the list. Rounding out the top five reasons were: 1. Financial Flexibility (90%); 2. Increased Uptime Through a More Redundant Carrier Integration (73%); 3. Provide Agents with Access to Better Applications That We Can’t Afford In-House (72%); and 5. Reduce Contact Center Reliance on IT and Free IT to Focus on More Strategic Initiatives (62%). All great reasons to move your contact center to the cloud.
To get all the benefits outlined in the Aberdeen survey results and much more, you have to have an intelligent contact center. The first step to creating an intelligent contact center is quite obvious – you’ve got to move to the cloud. It will help you digitally transform your business quickly, enable true omnichannel customer service, empower your agents and supervisors with the tools and information they need and ease with integration. And, yes, an intelligent cloud contact center is not only secure and compliant, it is reliable and scalable too.
To learn more about what an intelligent contact center is, and how you get there, watch this webinar, Turn Your Call Center into an Intelligent Contact Center.
So, don’t fret, the cloud is secure and compliant, and a whole lot more.
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