Workforce Optimization in the Cloud – The Next Frontier for WFO
Imagine this scenario – your CEO or CIO mandates that your company moves as many computing and communications resources to the cloud as possible - data, telephony, and applications, including the contact center. Adoption of cloud-based applications such as telephony, CRM, chat/IM, and email has been growing rapidly, as companies reap the many benefits of the cloud. When it comes to your contact center, are you willing to risk your most important customer-facing asset to the cloud?
For some companies, the answer is yes, and the number of cloud-based contact centers is rapidly rising. For some, however, the risk is too great, and they prefer to start slowly with ancillary services and applications, rather than those that directly impact the customer interaction. That’s where workforce optimization in the cloud comes in.
The cloud is the new enabler for many call centers that have previously avoided investing in workforce optimization (WFO) capabilities due to IT resource and capital budget constraints. To date, WFO has not been particularly well represented in the cloud due to the challenges of call recording in the cloud. This is changing as innovative vendors separate out the recording from the WFO components, making WFO in the cloud the right choice for many organizations.
While there are many benefits of moving to the cloud, cost savings are generally top of mind. Deploying a 100-seat contact center can cost $250,000 in upfront capital and $50,000 in annual maintenance. Identifying total cost of ownership (TCO) can be tricky, but Frost and Sullivan found that for a 50-seat contact center, a hosted contact center solution provides 19% savings over three years. The savings are even more dramatic as the size of the contact center increases, with 33% savings over three years, and 21% savings over five years for a 100-seat contact center.