The key responsibility of the CIO is to ensure an organisation has the technology it needs to function cost effectively, while at the same time remain a competitive force.

Nowhere is this more relevant than in the contact centre industry. If a contact centre does not have technologies, such as interactive voice recognition (IVR), multimedia queuing or real-time speech analytics, then it risks not being able to meet customer expectations of service.

However, buying-in all of these solutions can be an large capital outlay for an organisation. This can be a major drawback to a company that prefers the agility and flexibility of OpEx over CapEx. The alternative is to look at moving some or all operations to the cloud.

It’s not all or nothing

The first consideration for the CIO is: how much IT infrastructure should be transferred to the cloud?

Some might think that moving all telephony …