14 March 2018

4 Reasons Global Enterprise Need Cloud

Written by Martin Borowski, Posted in Contact Center, ComputerTalk

4 Reasons Global Enterprise Need Cloud

Many global enterprises choose to manage their own technology, and with good reason. When platforms like the contact center are serving thousands of employees and millions of customers worldwide, you can’t afford to miss a beat.

Many enterprises view self-managed, on-premises solutions as more reliable and easier to control. In reality, modern-day cloud solutions are as reliable as (sometimes more reliable than) on-premises solutions. Some of the benefits to the cloud are obvious, such as cost savings, no need to manage infrastructure and reliable high availability. However, when deciding between cloud and on-premises, there are more things for global enterprises to consider. Here are 4 compelling reasons why global enterprises need the cloud:

1. Consistent Customer Experience

Global enterprises usually have a number of disparate regional offices. These offices speak different languages, operate in different zones and often have their own contact centers. How can a global enterprise provide a consistent experience to its customers with so many dispersed offices? This is where the cloud comes into play. By using cloud solutions for the contact center, CRM and other tools, an organization can unify their customer experience strategy all over the world. Cloud services mean that every agent in every office has access to the same contact center tools, same CRM information and same knowledge base. By managing all of these tools and systems through the cloud, the enterprise’s headquarters can dictate exactly what information each office has access to, and unify their strategy globally, all from one office. Rather than setting and enforcing customer service policies, the company can just set rules in the cloud for every user to follow.

2. Global Redundancy

The cloud makes global redundancy possible, taking high availability to the next level. Cloud-backed enterprises are served by data centers in each time zone where they operate. In the event of a failure at one of these sites, all services are backed up by another site, meaning that your customers always have access to your services, no matter what. Organizations that manage all services globally from one on-premises location run the risk of complete shutdown should there be a failure at that location. By moving to the cloud, enterprises can back up their systems using each location as a redundant failover site in the event of failure.

3. Testing and Reporting

One benefit of the cloud that is often overlooked by global enterprises is the ability to iterate, test and report on customer experience strategies in real time. Services delivered through the cloud are able to be monitored and reported on in real time. This means that small or large tweaks to an enterprise’s customer experience strategy can be done in a single location to be tested. As the tweak is made, the organization can see the real-time impact of the modification, and continue to iterate and optimize their strategy. When the change is finalized and approved, it can then be instantly rolled out to the rest of the global contact centers and users. The ability to test new strategies is invaluable to a global organization, particularly when it comes to adapting to changes in the customer landscape.

4. Knowledge Sharing

Global enterprises boast massive amounts of knowledge and expertise among thousands of employees. These organizations have a rare opportunity to share this knowledge with the entire global organization. Using the cloud, agents in different parts of the world can collaborate on customer service strategies, share relevant information and advise one another on best practices. Using contact center tools, it’s possible for agents to consult one another and even conference into customer contacts. This provides a rare opportunity for agents to learn from one another, and even gives the enterprise the opportunity to boost morale through a collaborative environment. Many employees in global organizations feel isolated from one another, but cloud solutions can break down those walls.

When considering cloud vs. on-premises solutions, there are many factors to consider. The above are simply a few of the advantages to choosing the cloud. For many organizations, the time is right to move to the cloud, but it can’t always be done overnight. Luckily, ComputerTalk provides solutions for on-premises, hybrid or full cloud customers. Whatever your stage in the journey, we have the right solution for you. To learn more about the various deployment scenarios or to discover which is right for you, contact us here: http://www.computer-talk.com/en/contact-us.


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About the Author

Martin Borowski

Here's a word about me...

I'm an art director here at ComputerTalk. I'm an expert in User Experience (UX), branding and identity, website planning and development, social media management and search engine optimization . I understand the capabilities and limitations and advantages of online media.

Follow me on twitter at @uxchamp