Written by Beth Hildreth on October 7, 2015

It’s no secret that contact centers can benefit from the latest cloud-based solutions. Thanks to its scalability, these solutions are ideal for facilities that experience seasonal spikes in call volume. In addition to lower overall costs and versatility with both distributed and virtual contact centers, there are plenty of other benefits to fully embracing cloud-based solutions.

Unfortunately, a recent study from Bain & Company found that many companies aren’t using the cloud to its fullest. According to the study, companies using these solutions derive only 18 percent of workloads from the cloud. These practices often leave tremendous financial benefits behind–benefits that could be recovered if the cloud were used to the fullest.

Misconceptions Abound

There are plenty of misconceptions that get in the way of reaping the cloud’s numerous benefits. For starters, there’s the belief that a private cloud is always the best solution for maintaining a competitive edge against rivals. While these solutions are ideal for companies with demanding compliance and security requirements, public and hybrid clouds often deliver more value.

Specifically, Bain & Company analysts noted that private clouds only delivered about a third of the benefits offered by a public or hybrid cloud. In terms of cost savings, improved scalability, flexibility and built-in services, public and hybrid clouds also offered greater benefits.

Customized Solutions Aren’t Always the Answer

Contrary to popular belief, customized solutions aren’t as ironclad as companies are often led to believe. In fact, pursuing customized software when off-the-shelf solutions work just as well often delays implementation and drives up costs.

In many cases, turnkey Software-as-a-Service (SaaS) options offer a better value proposition with fewer implementation delays and a higher degree of overall effectiveness. Nevertheless, businesses often trend towards customized software when more cost-effective options are available. To make matters worse, these solutions are often implemented in ways that undermine the effectiveness of the platform, leading to siloed decisions that prove detrimental for the company in the long run.

It’s important to not let these misconceptions lead to missed opportunities, especially when the technology is capable of helping contact centers vastly improve customer satisfaction rates as well as the bottom line. This means bringing all stakeholders together with vendors and systems integrators to ensure a broadened cloud experience that can benefit all involved.

Learn more about how companies can broaden their cloud horizons through Momentum’s hosted contact center solutions here.

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