While the cost of a solution is often cited as a number one factor for companies making a switch from a premises-based to a cloud-based solution, it’s important to note that capital expenses may be the hook, as there are a lot of other significant factors that truly complete the conversion.
Cloud-based solutions are often chosen because they require little up-front capital to implement and can instead be paid for out of operating expenses. It’s an attractive prospect, particularly to a small to medium-sized businesses (SMBs). But there are other cost factors at work, and these are just as important as the initial investment: the ongoing maintenance costs.
As anyone who has ever overseen a premises-based technology solution knows, they can be expensive to maintain, according to a recent blog post by Monet Software CEO Chuck Ciarlo, particularly in the realm of workforce management solutions that are so vital to successful contact center operations.
“With traditional, on-premises workforce management (WFM) software, vendors always seem to be rolling out new versions, fixing bugs and upgrading features,” writes Ciarlo. “But contact centers have to pay for these new versions, through maintenance fees, re-customization projects, re-integration projects, IT resources and sometimes hardware upgrades, and even if it’s a free fix to a problem, it can disrupt productivity and result in costly downtime. As a result, many contact centers may not be working with the latest version of their software system, preferring...Read More
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