Implementing off-the-shelve solutions often requires a heavy capital expense and a reasonable amount of operational expenses. Moving to cloud solutions reduces the capital expenses, but it also often raises the operational costs. Reason being that the license cost per user is higher as infrastructure and maintenance costs are all included in the monthly fee per user. What if you could eliminate also a big portion of the operational costs for your call center or support team's telephony infrastructure?
Data Privacy and GDPR rules in Europe are hot topics these days. Going for cloud solutions and implementing, for instance, a cloud contact center, puts probably even more focus on getting compliancy with data privacy rules.
Many companies publish how they handle GDPR questions, and so does Salesforce on this page.
An important question to answer when comparing on-premise communication platforms with cloud contact center solutions, may be budget! And what does it bring to your Salesforce project?
In part 1 we disussed on financial considerations, in part 2 we looked into functional reasons when considering telephony and omni-channel integrations (CTI) with Salesforce. In this final post, we discuss some technical items that may influence your decision to go (or not) for a Cloud Contact Center solution.
In our previous post, we already discussed some financial reasons to go for a Cloud Contact Center solution or not. In this post we look deeper to possible functional reasons.