7 Things to Look for in Cloud Applications

Chris Dealy outlines 7 important things to look out for when evaluating cloud applications.

1. There is a difference between hosted computing and cloud computing

There is a difference between hosted computing and cloud computing. With hosting there must be dedicated servers for each client. A low price is only sustainable with true cloud computing, where computing resources are securely pooled between clients.

Cloud computing also gives you access to extra computer power when you need it. A true cloud vendor will not impose a lengthy minimum contract term – look for vendors offering a rolling monthly pay-as-you-go arrangement.

2. Check the supplier has the resources to continuously develop the product

Check that all the key functions are present. For example in WFM look for forecasting of webchats and emails as well as inbound calls; true multi-skill scheduling; real-time adherence monitoring; comprehensive reporting; proven integration with your ACD; and an agent portal that is accessible on smartphones.

Check whether the supplier has a focus on WFM and the resources to continuously develop the product and provide additional functionality over time.

3. You shouldn’t need to read a manual

A true cloud solution does not require a heavy IT project – you should be able to log in and start using the system straight away. With the cloud, there is no need for lengthy configuration and set-up, plus weeks of training.

You shouldn’t need to read a manual; instead, an intuitive user interface is the key to rapid deployment, short learning time and high user adoption.

A comprehensive suite of e-learning should be available to explain fundamental WFM principles; success is not just about great software, it is about understanding and using best practice.

4. Look out for an active community moderated by experts

Look for a supplier with a thriving online discussion board, which enables users to browse an extensive knowledge base, ask questions and get answers, share hints and tips, add and vote for suggestions for the future direction of the product.

The community should be actively monitored and moderated by experts from the supplier and encourage active dialogue between users as well.

5. Continuous development with zero-effort updates

Have you ever had to install an update for Google or Amazon? A true cloud vendor will deploy product enhancements continuously with zero maintenance cost or effort for your IT department.

The big advantage for your users: new features are accessible to users as soon as launched. And there’s no need to trouble the IT department to get the latest version installed.

6. A good vendor will offer an uptime guarantee with a refund clause

You are relying on the provider to take care of the server side of the system, including maintaining the hardware, databases and applications, plus installation and testing of updates, back-ups, disaster recovery, etc.