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What is a Cloud Contact Center?

A cloud contact center allows your organization to unlock higher levels of business agility, flexibility, scalability, innovation, and customer success. The cloud requires no upfront capital investment, plus it gives all your users instant access to new features without disrupting their workflows.

Below are some of the most frequently asked questions about the benefits of moving a contact center to the cloud.

What is the difference between a cloud contact center and an on-premise contact center?

On-premise contact centers are owned and managed by the business and req uire upfront costs for hardware, licenses, and servers which are hosted onsite and can all be very costly. A cloud contact center is hosted in the public cloud and doesn’t require upfront hardware or on-site server costs. Instead you’ll pay a monthly subscription fee for cloud services.

What are the benefits of a cloud contact center?

The biggest opportunity of a cloud deployment is the ability to quickly transform your contact center from a cost center to a strategic business asset. The cloud provides easy access to newer technologies and integrations to other cloud applications critical to running your business.

How does a cloud contact center improve business agility?

A cloud contact center provides flexibility and scalability, allowing you to scale up and down based on seasonal needs and as your business evolves. It also allows for faster deployment of new capabilities and optimizes your IT resources.

How does a cloud contact center allow for faster deployment?

Hosting your contact center in the cloud allows for more frequent updates of new capabilities. Because updates are made easily in the cloud, less IT planning is required, and employees experience less disruption.

How can the cloud provide innovative features to your contact center?

The cloud gives all your users immediate access to the latest features available. The cloud offers you faster access to emerging technologies and other cloud services, plus seamless integration with cloud applications.

Is a cloud contact center more cost-effective for my business?

Every business must determine whether they want capital expenditures or operating expenditures when choosing between an on-premise contact center and a cloud contact center. On-premise require upfront costs for hardware, licenses, and housing servers onsite. They also require onsite installations once every 5-10 years as hardware ages and technology evolves. While cloud contact centers do not require large upfront hardware or infrastructure costs, they do require a strong internet connection with sufficient bandwidth. Ongoing costs include a monthly subscription.

Over time, cloud contact centers are more cost-effective and easier to integrate with CRM and other business applications and bring faster innovation which increases the potential for new revenue opportunities and competitive advantage.

Is a cloud contact center secure?

A cloud contact center provides high levels of security and data privacy. There are strict regulatory and legal compliance requirements for cloud-hosted solutions to ensure customer privacy is protected at all times. Cisco’s cloud solutions adhere to the highest security standards and quality of service and performance, to give you and your customers peace of mind.

How does migrating to a cloud contact center work?

Cisco takes a “cloud-first, not-cloud only” approach to contact center solutions. We recognize how time-consuming and costly a complete contact center infrastructure upgrade is, so we offer several strategies that meet your specific technology refresh and migration needs.

A hybrid approach enables you to keep your on-premises contact center infrastructure and layer cloud services on top, giving you access to innovative technologies such as artificial intelligence (AI), machine learning (ML), natural language processing (NLP), and cloud data analytics. This approach lets you protect your on-premise infrastructure, while transitioning parts of your contact center to the cloud at your own pace.