Have you ever put all your chips on red or black at the end of an evening of gambling? Last week at dinner a friend shared that her husband won over $20,000 doing just that. That happens to everyone, right? Not! Having worked on a consulting project in Vegas for over a year, I can tell you this is indeed the exception. The flights coming into and out of Vegas tell it all… Planes filled with raucous anticipatory celebration transpose into somber ships of what-ifs and what-the-heck-did-I-just-dos…
Companies are being asked to place similar risky bets on contact center infrastructure. During the evaluation process, they are told to put all their chips on one of two deployment options – cloud or premise. They are encouraged to make one-way decisions where all is lost if the company decides to change direction. If they bet on cloud and the corporate IT strategy shifts to mandate all infrastructure be on premise, all investment is lost. If they bet on premise and management later mandates applications be moved to the cloud, all investment is lost. What a quagmire (a word I stole from my son’s baseball coach…), especially now that it’s not such an easy decision with the cloud hitting mainstream.
Good news… You no longer have to link your contact center infrastructure decision to a specific deployment model. While pit bosses may not be so nice, innovative suppliers are allowing you to place your chips on red and black, to bet on both cloud and premise simultaneously. They are delivering a single, common contact center infrastructure that runs in both cloud and premise environments and, more importantly, enables you to move freely between them. As business dictates, you can transition from cloud to premise, and premise to cloud, without losing your investment.
This is an important development. It has been a significant contributing factor to the recent spike in adoption of cloud based contact centers (to explore other factors, see the No Jitter post, “Cloudy in the Contact Center…Why Now?”). It has also freed organizations to invest more confidently in premise solutions. Regardless of initial deployment model chosen, you can now move forward without fear of making an incorrect, costly decision. To help determine which approach is right for your business, check out considerations in the CaaS (cloud) or premise decision matrix.
So, where will you place your bet…cloud, premise or both? Hopefully your experience on the back end of the selection process will be more like the flights into Vegas than those going out…
Loved the new Josh Hamilton book, Beyond Belief