Shifting Your Contact Centre to the Cloud Requires a Choice

Verint Team October 22, 2021

As organisations choose a cloud service provider, much is written about performance, partnerships, certifications, and security. Yet after all the technical components are distilled, most preferred cloud decisions have already been decided by your CIO and the IT team.

What that in mind how can you, a decision-maker charged with impacting your contact centre and the overall customer experience, ensure that your next investment is ready for YOUR cloud choice?

The checkboxes for security and performance are already checked. IT has already set the tone on cloud choice. What is your role?

Choose a Commercial Model that Makes Sense for Your Budget

The shift to the cloud demands more than just a transition from CAPEX to OPEX. Use this time to evaluate all the commercial models available to you for your next project. Have you considered buying from the software manufacturer? Are you purchasing through a cloud marketplace such as the AWS Marketplace or the Azure Marketplace?

One reason why organisations purchase software through the cloud marketplace is the potential to secure a higher tier of discounting on all purchases. For example, a company might not be able to secure an additional 1% discount from the software manufacturer, but what if you could save 1% on all your cloud infrastructure? Providers like AWS, Microsoft and Google have volume-based discounts based on your entire company spend. This might not impact your line of business budget for software but could have a much larger downstream impact for the CIO.

However, purchasing through the software manufacturer might provide you with greater flexibility and services bundling, regardless of the cloud choice. If your company requires all cloud-based software to be on Azure for example, look for specific offerings that allow you to choose. For example, Verint recently started offering the Verint Workforce Optimisation for Azure on the Azure Marketplace, and options are available for direct purchase AND through the marketplace.

Build on Services that Play to Your Strengths

The next question to ask is will a shift to the cloud require the same amount of IT support or will it lessen the burden on IT by leveraging managed services? As mentioned above, a shift to the cloud might require less IT support. Look for ways to purchase software that fits your organisation’s needs. For example, your company might have selected Azure as their standard cloud provider but lack the resources to support more software deployments.

There are plenty of options to ease this burden such as leveraging a cloud partner to include the services costs into the SaaS (Software as a Service) pricing. This is often called Managed Services.

Managed Services combine the software, the processes, the people and the add-on tools to reduce your total cost of ownership. This cloud move plays a more prominent role in today’s software deployment space. “49% of businesses say that outsourcing their IT functions frees up key resources to focus on their core business,” shares Fortunly.

“Verint is pleased to work with partners like Group Elite to deliver our market-leading workforce engagement solution,” shares John Bourne, Senior Vice President, Global Channels and Strategic Alliances at Verint. “Delivering Verint Workforce Engagement on Microsoft Azure through Group Elite showcases the strength of our open architecture strategy and accelerates a customer’s journey to the cloud through our partner ecosystem.”

Chart a Roadmap for Next-Gen Contact Centre Solutions

Finally, a move to the cloud should set you on a course for innovation. Verint’s cloud-based offerings allow you to innovate faster, avoid upgrade hassles and create amazing experiences. That means that even if you’re not purchasing advanced analytics and AI today, you will have a roadmap to build upon.

Still have questions? For more information about cloud choice or to discuss the diversity of Verint’s cloud offerings, please email me at I’m happy to continue the conversation. Our team can help you understand your budget, your services plan, and your roadmap to make your move to the cloud a success.