Magazine article CRM Magazine

The Cloud: The Great Equalizer for the Small Contact Center: What to Consider and How to Move Forward

Magazine article CRM Magazine

The Cloud: The Great Equalizer for the Small Contact Center: What to Consider and How to Move Forward

Article excerpt

It's been the reality for some time. For years now, mid-size to large contact centers have had more mature, innovative cloud offerings steered in their direction by established contact center providers. Small centers with 50 agents or fewer, however, have had to settle for less functionality, less reliability, and questionable security from providers who aren't as proven.

Yet it's interesting that most of today's contact centers have fewer than 50 agents, and often have the same core requirements for serving customers as their larger counterparts. It's rather puzzling, then, that this prevailing small center market has been so underserved in the cloud, and for so long.

The good news is, this small center dynamic is changing. Increasingly, market leaders are looking beyond the large contact center and offering powerful, simple, and cost-effective cloud solutions designed specifically for small contact center operations. Not surprisingly, these offerings are inherently more mature and scalable, meaning small centers no longer have to settle. Instead, contact centers that are considered small only because of their agent counts now have access to the same cloud platforms as the big boys. For these small centers, the cloud is the great equalizer.

Accordingly, many small contact centers are asking the obvious question. "Is the cloud the right move for us?" Exploring such a move is imperative. And while a cloud-based solution isn't necessarily a better option for every small center--or maybe more so, the timing just isn't right --many centers are deciding it is. Still, such a move isn't something to take lightly. It's important to do your homework first, and do it in a constructive and sequential manner that can help ensure a successful cloud deployment.


Corporate strategy usually drives technology decisions in the contact center, and even for small centers, the cloud might help address pressing strategic imperatives. To see if that's the case for your operations, begin asking some basic qualifying questions.

* Is providing exceptional customer service a priority, and will it differentiate our business?

* Has the customer experience suffered due to a lack of resources, expertise, and budget? …

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