Workforce Management Software Implementation: Cloud vs. On-Premise
In previous blogs we explored the differences between a cloud delivery system for workforce management, and an on-premises solution. Most of these pieces focused on the cost savings, the automatic upgrades and the lower upfront investment.
But one aspect that is sometimes overlooked is implementation. There is a process that has to be followed whether a company selects a cloud solution or an on-premise installation. But with the cloud, you’ll be up and running much more quickly, reaping the benefits of your investment.
With an on-premise solution provider, the contact center will first have to consult on defining the solution to be implemented, and establishing configuration requirements through workshops and analysis of documentation. With software delivered via cloud, these steps are typically unnecessary, since the software is already set up to handle most contact center environments. It’s possible some consultation will be needed for customization, but this can be concluded in a fraction of the time it would take with traditional software.
Specific customer configuration can be done often in hours or days with the cloud; with an on-premise system, that same task can take up to several months. Actual installation is also faster, and the site acceptance testing required with a traditional solution is not necessary with a cloud delivery system, as compatibility is already achieved with multiple modern web browsers. Finally, user training can be completed in less time as well since the true cloud solutions are build with ease of use in mind – think Amazon – nobody gets trained on that. With traditional software systems, it can take several weeks before agents and managers are comfortable with the new technology because the systems are typically more complicated. The verdict? A cloud delivery system can not only be implemented for less money, it can also be set up with fewer headaches as well.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is