Navigating the Shift to Cloud Contact Centres

For several years, the global contact centre landscape has been experiencing a significant shift, with many organisations moving away from traditional on-premise systems in favour of cloud-based solutions.

In a recent discussion, Frederic Laziou, CEO of Puzzel, outlined how cloud adoption is reshaping the contact centre industry.

The Case for Cloud Contact Centres

According to Laziou, while many businesses are still operating on-premise, the momentum for cloud adoption is accelerating.

Traditionally, industries such as finance and healthcare were hesitant to embrace the cloud. However, Laziou noted that the landscape is changing as even regulated sectors are recognising the benefits cloud solutions offer, particularly in terms of flexibility, scalability, and innovation.

“One of the main drivers has been data residency and compliance,” Laziou explained. “Ensuring that the cloud meets these needs has been critical, especially for financial institutions, insurers, and banks.

We’re now at a point where cloud solutions can deliver the same level of compliance as on-premise systems, which has eased concerns in regulated sectors.”

Mid-market businesses, in particular, have been quicker to adopt cloud solutions due to their smaller IT teams and the realisation that managing on-prem infrastructure is neither cost-effective nor a core competency. Laziou said that around 50% of this market is still on-premise.

Challenges of Cloud Migration

Laziou identified several key challenges businesses face when transitioning from on-premise systems to cloud contact centres.

A significant hurdle is the mindset of companies that have become accustomed to fully customised on-prem solutions.

“One of the challenges we see is mindset,” Laziou explained. “We often encounter difficulties when brands try to lift and shift their custom on-prem solutions and expect the same customisation from a multi-tenant cloud vendor.”

Another challenge lies in the siloed nature of traditional contact centres. “Many of our customers operated on-prem with siloed channels, where voice and digital were managed separately.

This structure prevented them from leveraging AI effectively to provide better insights to both customers and agents,” he added.

The limitations of on-prem reporting were also highlighted. Many businesses struggled with manual reporting processes, limiting managers’ visibility into customer demand and agent performance.

In contrast, cloud-based systems offer automated, real-time reporting, significantly improving decision-making and operational efficiency.

Preparing for the Cloud Transition

Laziou offered advice to companies considering the shift to the cloud, reiterating that businesses should not simply “lift and shift” their existing systems.

“The true value of cloud is that it’s a fantastic opportunity to rethink your processes, your workflows, and how you deliver a great customer experience,” said Laziou.

“Our greatest success has come when we partner with clients to focus on solving real business challenges with the move to cloud, not just replicating existing features.”

He also stressed the need for IT teams to evolve their roles. In the cloud, much of the maintenance and customisation traditionally handled by internal teams is managed by the vendor.

This shift allows IT departments to focus on innovation and future planning, rather than getting bogged down in day-to-day maintenance.

Choosing the Right Cloud Provider

When selecting a cloud vendor, businesses should prioritise scalability, innovation, and data residency, according to Laziou, who highlighted that Puzzel offers a “one-stop shop” for contact centre solutions, including voice, email, chat, and AI-driven self-service capabilities.

Indeed, Forrester’s Total Economic Impact of Puzzel 2024 report found that by cutting excess technology costs, and decommissioning and consolidating legacy solutions, the CX ecosystem provider saves its clients €2.4 million per year over a three-year period.

“Avoid trying to replicate what you had previously,” Laziou recommended. “Take this opportunity to redefine both your customer journey and your internal workflows.

Be sure to choose a partner that understands your specific geography and verticals. Serving municipalities in the UK is not the same as serving US states, and Nordic banking is very different from Spanish banking, and so on.”

As contact centres navigate the transition from on-premise to cloud, Laziou’s insights highlight the importance of choosing the right partner and reimagining processes for a more efficient and scalable future.

The shift to cloud isn’t just about technology; it’s about transforming the entire customer experience, making it more responsive, flexible, and aligned with the evolving demands of the modern customer.

For more information about Puzzel - visit the Puzzel Website