11 Facts You Need to Know About the Cloud
Sky High
The public cloud services market will exceed $180 billion by next year.
Dollar Spend Value
The public cloud will account for $1 out of every $7 spent on packaged software, server and storage in 2015.
Internal Pushback
83% of organizations experience roadblocks when deploying clouds, and 68% say the obstacles are related to people, processes, politics and other non-IT related factors.
Transition Plan
70% of companies using premise-based call centers plan to move them to the cloud, citing lower TCO (55%), business continuity (53%) and scalability (53%) as the top reasons.
Highly Responsive
Companies that deploy contact centers in the cloud spend 27% less than their peers on their annual costs, and experience a 8% to 22% improvement in first-contact resolution rates.
Win-Win
Organizations save 15% in IT personnel costs by transitioning from premise-based contact centers to cloud-based ones, while improving uptime by 35%
Get Employees on Board
Clearly demonstrate the cloud’s capability to improve collaboration and work processes instead of forcing it on the organization.
Invest in Training Time Upfront
Employees will be more likely to embrace new cloud tools if they’re properly schooled on how to use them right from the start.
Think Beyond Present Tense
Choose vendors based on their agility, ecosystem, interoperability and likely future innovation road map, because your needs will change over time.
Integrate With Customers in Mind
Cloud-based CRM tools should be integrated to get a comprehensive view of the customer experience: from the sale to customer service to feedback and follow-through.
Plan for Failure
Outages happen, but if you incorporate comprehensive backup policies and practices into your cloud model, you’ll be ready for them.
