Whitepaper: Is the Time Right to Move Your Contact …...below are common cloud myths and the facts that debunk them. The cloud isn’t secure. A cloud provider with the expertise

© 2015, Corvisa LLC. All Rights Reserved.

1IS THE TIME RIGHT TO MOVE YOUR CONTACT CENTER TO THE CLOUD?

Growing numbers of businesses are moving their contact center operations to the cloud. What do they know that you don’t? This whitepaper provides a practical guide to assist in the decision-making process. It offers a comparison of traditional on-premise systems versus current cloud-based solutions, responds to common cloud concerns and discusses the steps needed to begin your due diligence process.

Whitepaper:

Is the Time Right to Move Your Contact Center to the Cloud?



Is it the Right Time to Move Your Contact Center to the Cloud?

Defining On-Premise vs. Hosted vs. Cloud

When it comes to cloud-based solutions, many

businesses are no longer asking, “Why?”.

Today’s astute executives understand the cloud

is here to stay and now ask, “How? When?”.

Contact centers in particular are increasingly

embracing cloud-based solutions to meet their

complex and changing needs.

To make an informed decision about the Why,

How and When of cloud-based applications

for your contact center needs, it’s important to

work from a foundation of shared language

and understanding. To begin, we’ll briefly

define cloud technology as it applies to

contact centers, and then outline traditional

on-premise systems as compared to cloud

communications solutions.

Cloud communications solutions are

among the alternatives offered today

to meet contact center and phone

system needs. Other major offerings

include on-premise and hosted

solutions. To find the right solution

for your business, it’s important to

understand these popular models

and their differences.

Contact center managers know what it will take to succeed in 2015 – improved efficiencies, reduced costs, top-notch agent training and performance, reduced turnover and, above all, an outstanding service experience as defined by the customer.

The cloud is no longer a new concept, but an accepted technology solution that more and more contact centers are looking to implement. The enormous investment cloud providers are making to ensure customer compliance and security will prompt growing numbers of businesses to consider cloud solutions. Contact center management looking to decrease investments in hardware and maintenance, and increase flexibility and responsiveness will be actively moving to solutions in the cloud.



On-PremiseSometimes referred to as premise-based

contact center and phone systems, this is

the traditional set-up that has been around

for decades. Under this scenario, a business

purchases the needed hardware and related

software – including phones and network

equipment – for on-site installation, pays to

have the local phone company or another

telecom provider install phone lines, and then

activates features on its agents’ desk phones

or computers. After initial set-up, the client’s

contact center management or IT team is

responsible for overall maintenance, upgrades,

reliability and security of the on-premise

system. The client may also elect to contract

with the provider or a third-party to provide

continued maintenance services.

Most on-premise systems involve an

upfront purchase of the respective network

hardware and software licenses. Hence, most

businesses account for these transactions as a

capital expenditure (CapEx). With the physical

requirements and installation of on-premise

systems, businesses must plan for future

needs and thus, usually buy more units than

current demands dictate to accommodate

predicted growth.

Hosted Hosted solutions are yet another option for

contact center and phone system needs. Under

this scenario, your software and hardware is

“hosted” and managed by a third-party provider.

The hosted provider, versus the business owner,

maintains the telecom hardware and may also

produce and/or support the software that lives

on the server. Businesses then pay to use and

access the hosted system.

With a hosted communications solution, a

business only needs to purchase and install

the phones - be they desk phones, softphones

or a mobile app - based on the offerings

of the selected product. Substantially less

infrastructure is purchased and maintained

on-site. With regard to oversight, the hosted

provider is responsible for the overall

management of the telecom infrastructure,

its integrity and security. A reputable hosted

solution provider will also ensure the integrity

of your data with an infrastructure designed

to separate your information from that of other

companies it hosts. With less infrastructure

to maintain, business owners are freed up to

focus on sales, operations and other parts of

their business.

Since there are typically minimal hardware

purchases beyond phones or perhaps a

business-class router, hosted communications

solutions allow businesses to operate under an

operating expense (OpEx) model. Businesses

pay only for what they need at the time of

purchase and can add new licenses on the

fly, which can help to moderate cash flow



and reduce long-term total cost of ownership.

Unlike premise-based systems, where the

infrastructure hardware has a predicted

lifespan, hosted solutions with a good provider

can also offer greater longevity.

CloudThe third option, a cloud solution, takes

the benefits of hosted communications to

the next level. A true cloud contact center

solution offers several distinct advantages

beyond a hosted solution, specifically --

increased scalability and resource balancing

abilities, improved disaster recovery and in

some cases, additional feature flexibility. To

understand how a cloud solution can provide

these additional capabilities, let’s take a look

at the infrastructure differences between true

cloud and hosted solutions.

How Cloud Communications Solutions

Differ From Hosted Solutions

With a cloud solution, customers’ data and

applications run on the provider’s network,

versus running on a specific server at the

hosted vendor’s data center. A reputable

cloud provider’s network will include

geographically diverse, redundant data

centers, with multiple servers within each

data center. Customer traffic runs on multiple

servers simultaneously, with no one facility

handling more than a certain percentage of

overall network capacity at a given time.

The true cloud infrastructure enables

the provider to scale capacity and move

resources around the network – either

dynamically or manually – to properly

account for customer needs.

In addition to allowing a cloud provider to

quickly adjust to fluctuations in resource

demands, a strong cloud infrastructure

can also deliver a higher level of disaster

recovery response and support. In the event

of a server failure or other network disruption,

customer data can be immediately

transferred and rebalanced across the

network to prevent or reduce downtime.

Along with ensuring continuity via its cloud

infrastructure, a strong cloud provider also

protects data integrity by employing a fault-

tolerant design built to limit the spread of

an isolated customer failure and avoid the

“cascade effect.” A fault-tolerant design can

contain the impact of a particular issue and

ensure it will not affect other customers.

Last but not least, cloud solutions that

incorporate an extensible platform model

(Platform as a Service or PaaS) also offer

distinct advantages such as increased

customization opportunities. Businesses get

the features they need without waiting for

vendor release cycles or having to patch-

work disparate systems together. The result –

effective solutions delivered in a timely manner.



On-Premise vs. Hosted vs. CloudThe chart below summarizes the differences and the benefits of each of the three alternatives:

CLOUD SOLUTIONSHOSTEDON-PREMISEBENEFIT

Low – Requires CapEx Moderate HighScalability

As Good as Provider Network, Plus Hardware

Most Reliable with Right Partner

As Good as Your Network

Reliability

Long & Complex Streamlined Fast & SimpleImplementation Time

Self-managed Simplified Almost NoneIT Requirements

Feature FlexibilityLimitedLimited Select What

You Need

Security Maintained by Provider

Minimal Capital Investment

Easy for Your Team to Manage

Customization Capabilities LimitedDifficult to None Highly Available

with a PaaS-driven system



Cloud Concerns: Putting Myths to Rest

Despite the benefits, some businesses still have concerns about

cloud-based solutions. Fortunately, many of these concerns are easily

addressed by carefully vetting and choosing the right provider. Listed

below are common cloud myths and the facts that debunk them.

The cloud isn’t secure. A cloud provider with the

expertise to host a carrier-

class network should have

several best practices

in place

to ensure

maximum

data and

accessibility

security. The

provider should also employ

industry standard encryption,

firewall configurations and

intrusion protection systems

to prevent outside network

intrusion and ensure security

for client data. But a cloud

provider’s investment in

security goes beyond

equipment and technology.

Since their business is

security, reputable cloud

providers also employ

dedicated teams of experts

who monitor and ensure

network and data security.

This focus on security

translates into economies

of scale for cloud contact

center customers, who gain

access to resources and

technology they might not

otherwise be able to afford.

The cloud is unreliable. A cloud provider’s very

existence relies on its ability

to provide consistent service

not only for you, but for its

other customers as well.

Look for a provider with

redundant, geographically

diverse data centers, who

also has direct relationships

with multiple Tier 1 Internet



and Tier 1 telephony carriers.

Also, ask about their disaster

recovery plan and how your

services would be impacted

in the event that something

does go awry. Reputable

providers not only will offer

24/7 monitoring and support

by an on-site infrastructure

team, but will guarantee

it – with cost penalties built

in – in their Service Level

Agreement (SLA).

You have less control. Since the cloud provider

is managing the overall

telecom infrastructure, you

are able to focus on your

business. Cloud apps afford

the same level of day-to-

day control over software

operations as an on-premise

system and often provide

greater opportunities for

oversight and hands-

on management since

accounts, users and

functionality can be

securely accessed from

anywhere – not just from

the office. Many businesses

also experience a greater

sense of control when

they move to those cloud

providers that provide single

source service, minimizing

the number of phone calls

needed to answer pressing

questions and concerns.

Everyone has the same functionality.The beauty of many cloud-

based systems is in the

customization capabilities

they provide. They offer

easier integration options

with other cloud-based

systems you may be using,

like a CRM or accounting

package. Such systems

allow you to use them in

a way that’s best suited to

your goals and

processes,

instead of

being forced

to adjust to fit

the features

the technology provides.

In addition, new features

are added regularly and

are available immediately

without the need to upgrade

the entire system.

%NQWF�CRRU�CTG�FKHƓEWNV� to integrate. Integrations between

cloud-based systems are

often pre-built or easier to

facilitate. Look for cloud

providers that offer an open

Application Programming

Interface (API) style platform,

which allows you or a third-

party developer to create a

customized solution that can

turn your wish list into reality.

Agents will balk at change. Agents are more likely to

complain when they don’t

feel like they have the tools,

knowledge or training to

do their jobs effectively.

Look for providers that offer

easy-to-use systems and

proper training programs to

help you mitigate change

management needs.

Cloud Concerns: Putting Myths to Rest (con’t)



Regulatory compliance will be an issue. With the right provider,

compliance is easily covered

without putting the burden of

maintaining it on your staff.

Cloud-based applications

can often provide a more

rapid rollout of new features

that address regulatory

standards, while ensuring

conformity across multiple

locations. Since cloud

vendors are hosting and

maintaining equipment on

your behalf, they carry the

majority of the workload

in terms of ensuring they

meet the compliance

measures they promote.

Make sure your provider’s

system and network

architecture is structured

for maximum data safety

and compliance with any

regulatory standards that

apply to your business

(e.g., PCI, SOX, HIPAA, etc.).

If they support clients in

multiple industries, your

business can gain the added

benefit of compliance and

security measures that

these other clients demand

as well. In addition, verify

that your cloud provider

is SSAE 16 compliant; this

standard defines how

service companies report on

compliance controls.

Implementation will DG�FKHƓEWNV� There’s no requirement to do

a full “rip and replace” with

the cloud if that doesn’t suit

your business. With options

like month-to-month contracts

and little to no hardware to

install, you

can move

implementation

along at the

right pace

for your

organization by easily

migrating departments, teams

or locations in small batches

onto your new software.

There are hidden costs. This should not be an issue

if you are dealing with a

reputable provider that clearly

spells out the cost structure

in its contract and SLAs. The

real benefit of most cloud-

based systems is that you

won’t be forced to speculate

and overbuy equipment to

account for future growth.

Plus, when extra licenses or

access are needed, they can

be added in hours to days,

instead of potentially weeks

as is the case with installed,

on-premise systems.

+H�KV�CKPũV�DTQMG��FQPũV�ƓZ�KV� The biggest misconception

of them all. Businesses

today operate in complex,

demanding and ever-

changing environments.

To compete, you need

communications solutions

with the agility to respond.

Sticking with the status quo is

no longer an option.

Cloud Concerns: Putting Myths to Rest (con’t)

Security should be a top influencer for businesses when choosing cloud providers. Providers should work to make their security and compliance procedures even more transparent. Data and recording encryption should be emphasized.



If you see your business reflected in one or more of the dynamics

below, your contact center is a good candidate for the cloud.

Scalability Quick & easy software upgrades

Integration flexibility

Rapid Growth

RegulatoryEnvironment

Multiple Locations

OutdatedEquipment

SMBs & 0QP�RTQƓVU

Mobile Workforce

Built-in complianceRapid deployment

Conformity across locations

Single source solutionConsistent customer experience

Centralized management

Improved functionalityManaged upgrades & support

On-demand scalabilityPay for what you use

Levels the playing field Cost-effective

Easier administration

Remote managementAccess data from anywhere

Seasonal Business

Is the Cloud Right for You?



Before you start exploring solutions and providers, make sure you have a clear understanding

of your current and future business objectives. Having a clear vision, and ideas on how you’d

like your new solution help you accomplish it, will make it easier to gauge which provider is the

best fit.

+PKVKCN�PGZV�UVGRU�KPENWFG�

• Building your internal cloud team

• Auditing your business needs

• Developing a standard set of vendor questions to ask

Build Your Cloud TeamThe first, most important

step is to identify and

build your internal

cloud team. The team

should consist of key

people within the

organization who will help articulate current

needs, navigate through various solutions

and, ultimately, assist in successfully

implementing the project.

Your cloud team must understand your

business’ current landscape (e.g., existing

hardware, software, problems, competition),

and its overall strategic direction. Team

members need to have a “big picture” view of

your company and your industry so they can

accurately represent the wants and needs of

other related areas (e.g., finance, marketing,

sales) that will be affected by the change.

Selecting the right people will not only

help you gain valuable insights, but also

secure buy-in from key individuals whose

support you will need down the road, be it

for finalizing the contract or working through

implementation and training plans. While it is

tempting to form a large committee, the cloud

team really only requires a party of three:

Thought Leader This is the “big picture” person who

typically holds a C-level or senior

position in operations. In addition to

understanding the overall strategic

goals of the organization, the Thought

Leader must have the authority to

make decisions and implement them

accordingly.

Next Steps



6GEJPKECN�'ZRGTVThis individual has a keen and

detailed understanding of your current

environment, plus working knowledge

of newer technology alternatives.

Typically, this person is a member of

the IT department, but he/she can also

be that hands-on expert everyone

turns to when systems go south.

Business AdvocateThe Advocate understands the

systemic processes behind the data.

He/she has intimate knowledge of

the business workflows, along with an

understanding of the human elements

behind those workflows. Typically, this

individual might be the contact center

manager or director of operations.

1. What are our company’s current

processes? Be honest about your needs

and challenges. Critically evaluate what’s

working and what isn’t to determine

the gaps in your procedures and how

technology might be able to fill them.

2. What are our goals as a company and for

individual departments?

Is it to streamline workflows to save time?

Or increase closing rates? Maybe you’re

looking to increase customer satisfaction

scores? Whatever your goals are for

sales or support, be sure that you have a

universal and shared vision.

3. What vendors and solutions do we

currently have in place? Review current

contracts and solutions. If you have on-

premise equipment, when are those

contracts set to expire?

4. What are our current costs and what is our

budget? In addition to the capital expenses

of an on-premise system, don’t forget other

costs such as the need for integration,

upgrades, maintenance, security measures

and other daily operating costs.

5. Are we (and other employees) happy with

our current technologies? If not, what are

the common complaints and issues?

Audit Your Business Needs: Today & TomorrowTogether, your cloud team should be able to gather and formulate responses to

the following questions:



Audit Your Business Needs: Today & Tomorrow (con’t)

6. Are we providing our customers with a

consistent, seamless experience? Do your

current tools provide the data accessibility

and integration needed to give your agents

a complete view of the customer, avoiding

repetitious questions and multiple transfers?

7. What other cloud systems are we using?

Are you currently using a cloud-based

CRM? Are your employees already used to

conducting business via a web browser?

8. How much fluctuation is there in

our communications needs? Do you

experience seasonality or spikes in your

business? How fast and how often do the

seasonality spikes occur?

9. How much are we expecting to change

and/or grow? If the answer is “I don’t

know,” that’s the correct answer for cloud

technology. Unlike on-premise solutions,

which require you to make an educated

guess on capacity, you don’t need to

know the answer to this question because

the cloud gives you

the flexibility to buy

what you need when

you need it.

10. Do we have specific compliance

measures we must meet? If so, what are

they? Also, if you have telemarketing

efforts, are you currently in compliance

with the Telephone Consumer Protection

Act (TCPA)?

11. What’s our competition doing in terms of

sales and service? Where do they excel,

and why? How are we stacking up and

where do we want to compete?

12. How happy are our customers? Are

satisfaction scores where you want

them to be? How long does it take to get

support or how easy is it for customers to

buy your products? Dial into your phone

system and see what the experience is

like first hand.

13. What have we always wished we could

do within our contact center? Start by

understanding what your business

objective is and then put the technology

behind achieving that.

of companies prefer the cloud to on-premise solutions.187%

1 Radley, Noel. “Cloud vs. On-Premise Deployment: Changes in Preference from 2008-2014” Software Advice June 2014. http://bit.ly/1pNAOvB

http://www.softwareadvice.com



Provider Questions to AskIn order to compare apples to apples, make

sure you have a standardized set of questions

to ask each provider. Don’t go out and

investigate systems based on what they offer;

evaluate them based on what you want. Some

sample questions are provided below:

1. What is your infrastructure like? Where

is your data stored? Is everything backed

up? What types of disaster recovery

solutions do you have in place? How do

you ensure the data is safe? Are your

data centers active-active?

2. How do you monitor uptime? How will

I be notified in the event of downtime?

Will I be able to review your Service

Level Agreement (SLA)? Will you provide

guarantees and financial penalties if you

fail to meet these requirements?

3. How does your support work? What

are your support hours? Is your support

managed internally and in a geographic

location that is relevant to us? Are there

associated costs? Are you a single

source provider and will you serve as the

interface on our behalf to resolve issues

when other parties are involved?

4. Will I be compliant using your solution?

What compliance requirements do you

meet? Do you have routine audits done?

5. How will your features address our

needs? Please provide a full overview

of functionality. What features do you

have in place that address the goals

unique to our organization? How often do

you provide new releases? (Note: Avoid

feature overload and overbuying. It’s

easy to assume that more features must

mean a better solution, but stay focused

on the big picture of what you’re trying to

accomplish and how a given provider can

help you achieve those goals. If you only

need a few simple features to be effective,

that’s what the provider should give you.)

6. What kinds of customization options

does your system offer? Does your

solution have the ability to be configured

to meet specific needs? Will it integrate

with our existing systems?



Once you have built your

cloud team, audited the

needs of your business and

developed a standard set

of questions to ask, you will

be ready to start exploring

vendors. If you need

help navigating the cloud

communications landscape,

please give us a call.

Provider Questions to Ask (con’t)

7. Are your features user friendly? Can you

gain access from various browsers, or

from mobile devices? Are functions easily

completed with single commands, or do

they require multiple steps? What training

is available, both during implementation

and on an ongoing basis?

8. Will your solution grow as our business

grows? Do you have a solution that

will last and can scale as our business

demands change? Can you support the

capacity of our seasonal needs? Can

you provide customized solutions on

demand to meet future needs?

9. Can you add licenses easily? Or is it

something we need to purchase upfront?

10. Can you integrate with our existing

systems? Will I be able to port over

existing numbers to the new system?

11. How much effort will it be to manage

and what will we have to manage? How

much technical understanding does our

staff need have to be to run your solution?

How easy is it to administer and use?

12. How will you handle implementation

and support? How will you help

us get started? How long will the

implementation process take? Do you

offer phasing? How often do you issue

new releases?



About CorvisaCorvisa provides businesses with a single source for cloud communications solutions. As the only provider of a true

product-plus-platform offering, Corvisa combines powerful contact center software, business phone systems and

connectivity services with the unmatched flexibility of our Summit development platform. Backed by carrier-class

network reliability and a passion for delivering unbeatable support, Corvisa is making cloud communications better.

The experts at Corvisa can help. Contact us for an initial discovery session.

About the Author

Matt LautzPresident & CIO

SummaryFor many contact centers, it’s just a matter

of time before they make their move away

from an on-premise system to a cloud-based

solution. If you’re not already exploring cloud-

based options for your contact center, you

need to start soon. There’s a good chance that

your competitors already have or are planning

to make the switch. Increased competition,

rising customer expectations and the perpetual

need to reduce costs make today the best time

to investigate cloud solutions.

877.487.9256 [email protected] www.corvisa.com

The Cloud: A One-Minute OverviewNeed to share a quick, high-level

overview of cloud communications that

explains the technology and benefits

detailed in this

whitepaper?

Watch this

short video.

http://bit.ly/1yQFEvB

As President and CIO of Corvisa, Matt Lautz is responsible for business

development, strategic partnerships and product vision. Matt has served as

the CIO for Corvisa’s parent company, Novation Companies, Inc., for the past

three years during which he has played a key role in the technology

strategy of Novation’s brands. He is an original founder of Corvisa.

Matt brings more than 15 years of experience in building and leading

software companies. Previously, Matt served as CEO of a wholesale VoIP

carrier and software development firm which he founded. During his tenure,

he grew the business to processing over 1.5 billion VoIP transactions

annually and orchestrated the sale of two product lines.



Documents

Whitepaper: Is the Time Right to Move Your Contact …...below are common cloud myths and the facts that debunk them. The cloud isn’t secure. A cloud provider with the expertise