October 29, 2021 – In this Leaders Talk, the Contact Center Associations of Asia Pacific (CC-APAC) discussed the “Cloud Contact Center Strategy.” We invited three speakers who are professionals in the Asia Pacific contact center industry.
One of the speakers is Hunady Budihartono, Country Manager, Genesys. Hunady shared his opinion about the cloud from the operational side. He said that COVID becomes uncertain. When the change going to happen, everybody was working from home and suddenly we have to put more agents at home. Then, that kind of uncertainty becomes the challenge.
Because of that change, now people also don’t want to be face-to-face. They want to make sure that 65% of them can work online. Therefore, that situation pushes everybody to go to the cloud. But before that, we have to think about what kind of cloud we want to do. Then, there is one direction to go and COVID just accelerated the adoption of the cloud.
Also, Hunady has already mentioned before the benefit of the cloud is flexibility. Flexibility is become the key compared to on-premises uncertainty. It means that when we want to add on our capacity, we must be ready right away at the center. But the other really important thing is time to market. Like when we try to start with a contact center, with all the premises we may need like what, three months four months to be up and running. That’s where he thinks the cloud becomes a key.
Hunady also gives some tips regarding this discussion. Hunady said that the first thing we want to make sure of is embraced the change because the direction is so clear. If we want to go to the cloud, then we can go today, next year, or the next two years depends on your face, but don’t be against it. That’s why we must change our mindset because it’s easy to go into the cloud that is easy to get out of the cloud too. Hunady said that the cloud makes the vendor like us vulnerable way compared to all premises.
Because previously we buy, we cannot change for the next three to five years. Then, we are in the worst position compared to all premises but that’s the direction. Hunady thinks that is for our good means we must focus on service, not focus on technology.
Hunady said that we need to change our mindset and flexibility. We need to focus on the customer experience, don’t focus on the technology, or don’t focus on something else, focus on our customers. Because with the cloud, the rest is taken care of, such as security, capabilities, and scalability. (ANF)