7 Questions to Ask Before Selecting a Cloud Call Center Solution

To choose the best supplier of a cloud-based contact center solution is very important. Your decision will influence call center operations, efficiency and reliability, as well as company revenue.

Here are some questions you should ask while talking to vendors:

1. Is there a free trial period?

A free trial period to test the effectiveness of the cloud contact center system helps you to determine if the solution works for your business or not. Screenshots and short descriptions will not give you a full understanding of the solution. You need to sink your teeth into it, to see if the interface is convenient and suitable for you. Trying the system before purchasing is essential for your business. To choose the best option you should have ample time for testing.

2. How much time should be allotted to try the cloud system?

To get a good grasp of the system, you should expect to try it for 2 weeks to 1 month. This will allow you enough time to see if it is a good fit for your needs. You will also have the ability to export your data, if you find that it is not. This option helps you to keep new contacts in the event that you no longer wish to use the cloud solution. Voiptime Cloud has a long-term trial period as well as a data export option. Your managers will be able to export leads into an .xls format.

To initiate the data export, you need to choose the Group and click “More”. There you will find the Export option.

3. How soon can I start working in your cloud?

Most people prefer a cloud contact center with fast deployment. If you choose a call center with CPE, it will not only be expensive, but will also take from 6 to 8 weeks to get set up. If you start working with a stationary solution, you must first agree on the terms and conditions, then make the purchase and make sure that necessary equipment is installed (this often causes additional unpredictable expenses). The testing process then starts and after its successful completion you can begin operations. The transition period from idea to project implementation with Voiptime Cloud solution is fast. You’ll enjoy our services within 2 business days. And one more point: cloud call centers are more flexible than customer premises equipment.


4. You use a multi-tenant hosting infrastructure. What can it offer?

The hosted service can be either multi-tenant or dedicated. The first option of creating hosting infrastructure is one-to-many. The second option is one-to-one. What should you choose? It depends on the business demands of the enterprise. Within multi-tenant cloud solution, customers share the same servers. The storage of the business processes is situated by each separate tenant. So, the applications upgrade will not impact other tenants sharing the server.

5. Is it better to deal with the other type of hosting infrastructure: the dedicated one?

On the other side, the dedicated platform is typical for the dedicated cloud contact center. Each tenant has a separate server. One of the biggest advantages of this type of system is security. The dedicated-based cloud contact center can have better performance because of the physical server that contains the data only of one specific client. Voiptime Cloud offers this dedicated type of cloud solution.


6. What solution is better from an economical point of view?

The one-to-many cloud contact center solution will save more money for enterprises, because CPE requires substantial investments in technology. If you choose cloud contact center, try Opex model.

7. I have a short-term project. Will cloud help me with it?

Cloud technology allows for quick adaptations to business changes. This is a big advantage for businesses, especially those with temporary or seasonal workers. You will not only get a comfortable environment, but also benefit from a valuable bonus of call center customer engagement: profit. To set up an average call center of 20 agents with a premise-based solution, will cost you more than $30,000. The cloud allows you to save on costly equipment and instead, spend the funds on the project, which may last from a week to several months. Furthermore, you have no need to hire an IT-department, because the supplier is responsible for system maintenance and updates.

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