IT Costs in the Cloud Era

A photo of someone calculating at a desk
Filed under - Guest Blogs,

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

Author: Guest Author

Published On: 1st Mar 2021 - Last modified: 2nd Mar 2021
Read more about - Guest Blogs,

Follow Us on LinkedIn

Recommended Articles

steps into the sunset and clouds
The Cloud-Based Contact Centre Era Is Here
cloud on city skyline
Cloud Communications: Public, Private, and Hybrid - What's the difference?
On-premise vs cloud comparison
On-Premise vs. Cloud Computing: Which Is Best?
A hand holding connection cable towards the cloud on blue background
11 Cloud Solutions to Streamline Your Operations