I see cloud versus premises decisions often being driven based upon both the corporate philosophy and CX strategy.
Specifically:
- Years ago there were significant differences between what you could achieve between cloud and premises or if you were looking for cloud with more control it was really more a managed hosted offering, analogous to outsourcing IT services.
- The rate of innovation has continued to increase so you need to look at the company strategy to enable innovation. If you purchased an PBX + ACD in 1990 or even earlier you could have likely continued to use this for 20 years even though it only handled voice considering IVR and recording were also considered. If you buy a new solution today and your ROI is longer than 6 months that imho it us unlikely you will achieve that ROI simply because the business and needs will shift too soon and your assumptions you established your ROI on will no longer be valid. This doesn't mean that you will not achieve the ROI but agility and flexibility is much more important now than other factors and even more important that a static ROI.
- For some companies that do business in many countries you need to look at appropriate government regulations, which continue to change. Cloud can assist to ensure you are staying up to date with security and compliance, annual audits, etc. Frankly there are also challenges here as some countries have changed their regulations and established national policies which require in country presence. Enterprises need to look at how they are addressing these needs holistically.
- What is the size of your IT organization and your view of IT? This varies by company and trend continues to shift. Companies with a large IT team may want to keep that team in tact and view that as an asset. They often have lots of legacy systems they need to maintain so their structure is also part of their culture. Interestingly I have seen a number of large companies disrupt themselves by creating separate business entities which can compete for the same business but are not tethered to the legacy systems which limits the traditional business.
When looking at ROI it is most important to not look at the where you are now and establish a far looking ROI but rather look at where you need to be at a future point in time, which is suitably far out, e.g. 18 months, and then work your way back and evaluate what is required to allow you to get there.
Don
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Don Huovinen
Genesys - Employees
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Original Message:
Sent: 12-20-2018 12:36
From: Ravi Gupta
Subject: Difference between On prim and On Cloud
Hi,
Can you please help us to determine differences between Pure cloud solution and Pure engage on <g class="gr_ gr_137 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins doubleReplace replaceWithoutSep" id="137" data-gr-id="137">prim</g> solution.
why the customer would think to invest in cloud solution and how can we protect the existing investment with some ROI.
#ArchitectureandDesign
#Roadmap/NewFeatures
#SystemAdministration
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Ravi Gupta
Telstra India
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