Calling All Cloud Contact Centers – Join Our Data Quest

Far too many times, I have been burned buying something that never delivers upon my expectations.

About five years ago, I bought a device that plugged into my iPhone that would broadcast an FM signal to my car stereo allowing me to play audio books stored on my iPhone. With a great deal of excitement, I tore open the packaging, put it all together and then started on my 45-minute commute, eager to listen to the audio book I just downloaded. Of course no matter what I tried, I couldn’t get it to work.

Can you relate?

In 2009, Interactive Intelligence started investing heavily in data center infrastructure to allow our customers to move their contact centers to the cloud. Back then, the number one expectation given by organizations who made the move was to decrease costs by turning from a capital expense model to an operational expense model – a move driven by the dramatic downturn in the economy.

Today, companies are still moving their contact center infrastructure to the cloud, even though the economy is quite a bit better. Not just a few companies – but a large number of them. And the expectations that these companies give for their move to the cloud vary from reduced expenses and IT staff,  to faster deployment and greater flexibility. So, while the expectations are more diverse, the movement is still there.

But to be honest, I’ve really been drawn to find out whether or not these companies’ expectations were truly met – did the companies who moved to the cloud in order to decrease their expenses really decrease their expenses? Did the company who took the leap to the cloud in order to decrease their time to deploy really get up and running faster?

So, to help come up with the answers, I thought what better way to find out than to ask those who have done it – and that’s where you come in! I really would like to hear from those who have actually moved their contact center to the cloud – from anywhere around the world – to find out your results. To help get your answers, I’ve setup a quick survey consisting of two very simple questions:

  1. Why did you move your contact center infrastructure to the cloud?
  2. What did you experience as a result?

That’s it! Just two simple questions. And you can answer those questions here. 

My goal is to gather this information over the next few weeks from as many people as possible from all over the world. And then I’ll come back and share the results with you.

So, until then – take the survey and share your experience!

Tim “the cloud survey man” Passios