3 common misconceptions about Contact Center as a Service (CCaaS)

A city skyline at dusk with a network of glowing dots over it, representing a network.You shouldn’t believe everything you hear. That includes rumored reasons to avoid migrating from an on-premises contact center solution to a Contact Center as a Service (CCaaS) solution.

In recent years, cloud contact center software has exploded in popularity due to its ability to accommodate remote workers and enhance customer experience (CX). Additionally, cloud contact center solutions make the costs and concerns associated with on-prem hardware a thing of the past. Overall, global CCaaS sales could top $10 billion by 2027, according to the 6-12 Report on CCaaS from AVANT and Stratosphere Networks.

Numerous companies have switched from on-prem solutions to CCaaS for features and advantages such as the following:

  • Scalability
  • Accessibility from anywhere
  • Omni-channel communication with clients
  • CRM and Unified Communications as a Service (UCaaS) integration
  • Screen pops with essential client information
  • Advanced analytics
  • Automatic upgrades
  • And more

An image of a globe with an increasing line graph and text stating that global CCaaS sales could top $10 billion by 2027, according to the 6-12 Report on CCaaS from AVANT and Stratosphere Networks.

However, despite its multitude of advantages, CCaaS still has its naysayers. You might have heard some or all the following common cloud contact center misconceptions. Here’s why they’re myths that shouldn’t factor into your decision to migrate your contact center to the cloud.

1. Migrating to CCaaS requires ditching your current on-prem infrastructure.

If you’ve already invested in contact center hardware, you might be hesitant to switch to CCaaS because you don’t want to scrap the infrastructure you’ve already purchased. Fortunately, it’s usually possible to find a cloud contact center solution compatible with your legacy handsets and switches, according to the CSM article “Contact Center as a Service: The Seven Most Popular Myths About Cloud Contact Centers Dispelled.”

On the other hand, if you no longer want to maintain your on-prem hardware, you can opt for a total “rip and replace” and migrate to a fully cloud-based contact center system right away, according to the eBook “Dispelling 7 Myths of Enterprise Cloud-Based Contact Centers” from NICE and McGee-Smith Analytics.

2. Cloud contact center software isn’t as secure as an on-prem solution.

Given growing security concerns as cyber threats evolve, you might wonder if moving your contact center data to the cloud is a wise idea. However, modern CCaaS suppliers often offer advanced built-in security and compliance features. In fact, your data might be safer with the right supplier than it is housed in your on-prem system, according to NICE.

Still, it’s crucial to carefully assess each cloud contact center supplier and ensure they meet your security and compliance standards. Our trusted technology advisors can make the process easier.

3. CCaaS isn’t as reliable as on-prem solutions.

If you’re worried about downtime and the reliability of a cloud contact center solution, switching to CCaaS is typically your best option for optimal business continuity, according to CSM and NICE. Cloud solution providers typically offer high levels of redundancy and SLAs guaranteeing 99.99+ percent uptime. Additionally, if your office experiences a disaster that takes down your on-site hardware, you won’t have to worry about your CCaaS platform going offline.

Our trusted advisors can assist you if you’d like to learn more about your contact center solution options,. We can leverage advanced tools and years of contact center experience to assess your situation and determine the best course of action for your business.

Let our advisors save you time and money by making sense of the vast CCaaS supplier marketplace and quickly identifying cloud contact center providers that meet your unique requirements. We can rapidly generate objective comparison matrices, and thanks to our price parity guarantee, working with us won’t cost you more than going directly to the supplier.

Connect with our advisors and take the first step toward optimal contact center operations and a better CX today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.

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