I caught up with a friend of mine, a former fellow soccer dad, and the conversation turned to business. His company had just moved to a cloud-based ERP system. “It just made sense,” he uttered when reflecting on the decision. He nailed it! This plain and simple phrase says it all in terms of how many feel about moving their contact center to the cloud. However, it’s proving more difficult than anticipated to get the green light to move forward with cloud contact center projects. Why is this and what can be done about it?
A recent industry web event that I attended, Making the Business Case for Moving Your Contact Center to the Cloud, provides some great clues.
At the beginning, attendees were asked what the biggest obstacle was that they faced in getting the buy-in they needed to move their contact center to the cloud. Thirty-nine percent of respondents cited a lack of understanding by senior team members of the benefits. Difficult to cost justify and general resistance from IT tied for second, each receiving fifteen percent of the vote. What’s interesting is that no one – yes, you read that correctly, no one – cited perceived security risks as the biggest obstacle. As the cloud matures and trusted providers emerge, areas that were once obstacles are actually becoming key selling points.
So, how do you transfer that “it just makes sense” feeling to the senior team and get approval to move forward? The answer lies in the business case, and the journey to build it. Listen to Joe Staples, CMO of Interactive Intelligence, and Keith Dawson, principal analyst at Ovum, outline key components of a successful business case, both qualitative and quantitative, and discuss the importance of engaging other departments – IT, marketing, finance, operations, c-level – to garner the support needed. They reveal how doing a good job of building the business case helps remove silos and maximize return on investment.
Want the cliff notes? Check out the below infographic. It’s sprinkled with words of wisdom, qualitative benefits, key issues to consider, and a summary of how the cloud can help provide a differentiated customer experience. After taking the quick tour, I recommend that you take the time to listen to the event recording to get the full scoop from Joe and Keith. Plus you’ll get to hear the extensive Q&A, where our presenters are joined by Elizabeth Herrell, principal analyst, Communication Initiatives and J.R. Simmons, President & principal consultant, COMgroup, Inc.
Good luck building your case! If you have questions, need any additional information or would like to share your experiences, please feel free to comment or reach out to me via. Hopefully someday soon you’ll be sitting at lunch with a friend reflecting on your journey to the cloud and explaining how, “It just made sense.”
No longer a soccer dad but still a faithful baseball/softball supporter,