Is CaaS Right for You?

Overcoming the Concerns of Deploying CaaS


As companies go through the process of choosing a Contact Center/Communications solution for their organization, they must decide between choosing between a premises-based solution and a CaaS solution.

As part of the process, a series of concerns must be addressed regarding CaaS before moving forward to determine the final solution choice.

Here is a list of the top concerns facing many organizations when they consider CaaS:
  1. Security concerns with voice and data – Organizations have very real concerns over a CaaS solution because of regulatory compliances in many industries (healthcare, finance, etc.). They must be sure that their customer’s information (voice and data) is kept secure and the minute that information leaves the safety of their own data centers, red flags go up

    However, there are many ways to ensure that voice and data are both kept secure in a CaaS deployment. Several proven methods exist including private VLANs, VPNs, and dedicated pipes to and from the CaaS data center are just a few.

    And for those secure-minded organizations refusing to let any of their voice or data off their site, you can still deploy a CaaS model and reap the benefits. How? See the Local VoIP Control section on our CaaS Architecture page to find out how.

  2. Lack of control – Moving to a hosted communications solution doesn’t mean you have to give up control. Today’s CaaS vendors give you the ability to choose the features you want, when you want them. In many cases, new features and applications can be turned on and off rapidly. Additionally, full featured monitoring and administrative tools let you have as much or as little control as you want.

  3. Lack of visibility – Just because the equipment is off-site doesn’t mean you lose your ability to see what is happening within your contact center. Feature rich applications exist from CaaS vendors that allow you to see the same information in your communications environment as you would if you had the equipment at your site. Whether it is looking at queue load, agent’s stats, SLAs, real-time monitoring, coaching and more, it is all there.

  4. Limited feature set – Depending on the CaaS vendor you choose, the level of features available to you are going to be almost exactly the same as a premise-based solution. However, there are some vendors who can take it one step further by turning your CaaS deployment into a premise-based deployment so that you can get all of the same features. This is done by simply moving the software-based applications to a physical server at the company’s location – an attractive solution to those organizations that don’t want to lose their investment and don’t need all of the features of a premise-based solution initially, but down the road will need more than what is offered by a CaaS provider.

  5. Quality of voice – Some vendors solely provide the option to deliver voice over the Internet with no Quality of Service (QoS) guarantees. This type of voice delivery service is destined to be plagued with voice quality issues. Other CaaS providers offer voice delivery options using Multiprotocol Label Switching (MPLS) connections to provide QoS guarantees. MPLS connections do increase cost but the trade-off is minimal when striving to ensure business-class voice service.

  6. Slower response to MACs, upgrades – Today’s CaaS vendors provide rich, robust administration tools that allow you to control most of the administration for your day-to-day businesses. Whether it’s performing moves, adds, and changes or setting up call routing rules, CaaS vendors give you the tools you need to get the work done yourself without waiting on them. Better yet, you don’t have to pay them to do it!

  7. Higher total cost of ownership – A debate that could go on for decades is whether your total cost of ownership (TCO) is higher when deploying a CaaS-based solution versus a premise-based solution. Often, the comparisons aren’t looking at the bigger picture and only comparing the initial purchase cost of a premise-based solution to the cost of the CaaS-based solution over the life of the hosting contract.

    Apples to apples TCO / ROI comparisons must also include ongoing human costs for operating and maintaining the system over 7 to 10 years, which is the typical lifecycle of a major application investment.

    When TCO outweighs other reasons for choosing CaaS over premise-based, you are likely going to find that CaaS will be relatively equal to premise.


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