CCAAS

Why it's essential going beyond the usual clichés

CCAAS solutions offer significant advantages in terms of scalability, flexibility, reduced fixed costs, and many other benefits that you can discover by reading any article online. This holds true for nearly all solutions that have emerged over the years, as the very nature of Cloud technology inherently brings these benefits.

When it comes to selecting the most suitable solution, several factors must be considered. These factors can be influenced by the market, geographic location, growth prospects, and specific operational needs.

It's crucial to consider the significant technological differences between on-premise and cloud-based solutions. This way, you can avoid unpleasant surprises that could negatively impact the success of your migration project. To help you reflect, we've compiled a list of points we believe are worth considering:

• Telephone costs - supported carriers may not be the most advantageous and phone bills can significantly erode economic benefits. It's crucial that the solution offers the freedom to choose the carrier you prefer; this option is known as BYOC (Bring Your Own Carrier).
• Connectivity to the internet - it's crucial to thoroughly evaluate backup and disaster recovery strategies. CCAAS solutions typically boast an Up-Time close to 100%, but to fully utilize this, it's essential that the connectivity to the Internet is highly resilient. When using interfaces that consist of several widgets, the number of calls to API can be significant, which can lead to uneven bandwidth usage and negatively impact conversation quality. Therefore, implementing appropriate QoS policies is essential..
• Security and Compliance with Specific Regulations - Processing data outside your Data Center can pose security and regulatory compliance challenges, particularly in regulated sectors. Additionally, it's crucial to consider specific national regulations, such as those governing outbound campaigns, registrations, and certified email. Choosing an unsuitable solution may result in a significant effort to develop customizations tailored to your own needs.
• Customization - not all available solutions can offer the same flexibility for customizations, especially if you're accustomed to the openness of on-premise solutions. Moreover, it's crucial to assess the configurability of individual standard features, as in order to comply with specific regulations or work agreements some of them should be disabled.
• Upgrade management - CCAAS solutions have roadmaps for releasing new features beyond the end user's control. It's crucial to regularly monitor release notes to identify any potential operational impacts. Any customizations made without following the vendor's guidelines may suddenly stop working after an upgrade.

Genesys Cloud CX solution, when properly configured and managed, fully meets the outlined requirements. It's crucial to rely on an experienced and competent partner who can thoroughly assess operational impacts during the design phase, ensuring you reap the full benefits of the Cloud.