Cloud contact centres win the race to migrate
Earlier this year, many businesses, including contact centres, moved their staff home in a matter of weeks. Without Covid 19, most organizations would have taken years to achieve this. By the 22nd April 2020, “Call Centre Helper Magazine” reported that 73% of UK contact centres had more than 75% of their staff working from home.
From the technical perspective, businesses on the Cloud made the move relatively easily. Anyone using Cloud solutions is effectively a “remote worker”, since Cloud systems, such as Amazon Connect and associated applications such as agent desktops for Amazon Connect, are installed on hardware in a Cloud provider’s data centre, not on the company’s premises.
Why “on-prem” solutions were not so fast
Challenges for on premises technology included getting everyone working from home through a VPN. Some home broadband providers didn’t support VPNs.