IT Costs in the Cloud Era

Victoria Masson shares some key considerations for calculating the costs of a cloud contact centre.

Cloud computing has significantly changed the game for companies and organisations by offering them new ways to manage their IT equipment.

Various possibilities are available to them. Indeed, they can keep their IT equipment within the company, with physical workstations that they manage and control themselves with the help of in-house IT teams.

Also, they have the possibility to choose desktop virtualisation, making it possible for any employee to work from any computer, with maximum uptime.

The solution to be chosen is worth considering. We are going to see, in detail, the rational elements to improve IT cost management, while optimising Net Promoter Score (NPS) for users, thanks to high-performance and competitive tools.

Let’s shed some light on IT costs and the different levers available to you.

What Is Your Main Objective?

Do you wish to minimise costs? Maximise efficiency? Customer experience?

Maybe it is customer experience but also the quality of each employee’s work and their ability to collaborate?

Define your objectives and strategy before implementing any new contact centre technology.

What Should Be Included in the Calculation?

Preliminary Costs:

• The purchase of each collaborator’s positions
• The acquisition of servers
• Obtaining licences
• The implementation of backup solutions for the data
• The employment of 1 or n collaborators to maintain the computer park

Additional Costs:

• Equipment maintenance over time
• Renewal of obsolescence related to PCs and expired licences (approximately every 3 to 5 years)
• The resources to run the equipment (electricity and servers)

Hidden Costs:

• Costs related to breakdowns, incidents, data loss, cyber attacks on the activity
• Preservation of equipment in the face of rising IT threats (procedures, adaptation to new regulations, training)
• Maintaining equipment in the face of competition and obsolescence (monitoring, research, training)
• The time spent in human resources and recruitment with the IT department’s employees