When evaluating the strategically significant move from a premises-based to cloud contact center solution, there are several perspectives that need to be considered. Company executives have one perspective, the marketing and sales departments each have their own and the IT department will have a unique point of view. The employees on the frontlines of the on premises-to-cloud transition are contact center management and there is little information available on what their direct experience has been.
In this white paper, we will examine the impacts a shift from premises-based to cloud contact center has to employees on the frontline, the supervisors, and contact center managers tasked with running the day-to-day operations. First, we will discuss the challenges faced by contact center management when using hardware-centric contact center solutions. We will then contrast that with the experiences doing the same or similar tasks in a contact center as a service (CCaaS) environment.