What is Stopping Your Insurance Contact Center from Moving to the Cloud?
Change is never easy, but it is also unavoidable. The Patient Protection and Affordable Care Act has placed increased demands on insurance providers to offer support, answer questions, and achieve an operational efficiency necessary to handle increased call volume.
One way to be better prepared for the current and future challenges of our industry is by making a switch from software-based technology to the cloud. And yet, many contact centers remain hesitant. Here are some of the most common reasons why, and how we address them with our clients – most of whom ultimately make the cloud transition, and now couldn’t be happier.
1. I’ll lose too much business during the transition!
Actually, you won’t. The cloud solution will be customized, prepared and tested before it is installed, and can run parallel with your hardware solution during the actual conversion, so it can continue to function if an issue arises and your policyholders will never know the difference. Typically, however, the switch to cloud is quick and easy.
2. Is it really better?
Absolutely. It is more flexible, it is more scalable, there are no upfront costs, you pay only for what you need, you’ll receive software upgrades automatically as soon as they come available (without receiving a bill every time that happens) and you’ll have automatic routing capabilities which makes it easier to work with home-based agents and other telecommuting personnel. These are just some of the benefits you’ll enjoy from day one.
3. I’m worried about turning over control of data to a cloud
Maybe they should have found a better word when the technology was introduced, so it doesn’t seem like your data is traveling somewhere so distant. But the reality is you are still in control, just as you were when the hardware was sitting in your contact center. You can make changes as you need them, and with Monet you’ll also have the expertise of our dedicated support team to answer any questions.
4. It costs too much
Not at all. Hosted solutions cost 1/3 less than hardware solutions (and that is a conservative estimate on total savings). In fact, cost is one of the primary reasons why companies make the switch.
5. The cloud is unreliable
Once again, the opposite is true. Cloud solutions are actually more reliable than hardware-based technology because of their built-in fail-safes and redundancies. When all of your equipment is in one place and something goes wrong, you are out of luck. With the decentralized nature of the cloud, even a power outage won’t shut you down.
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