Tecnologia para call center: local ou em nuvem?


Apesar da grande maioria das empresas implantarem a tecnologia do call center localmente, a opção pela contratação das soluções em nuvem já é uma realidade no mercado. Com isso, na hora de escolher a forma de aquisição da tecnologia muitos gestores ficam com esta dúvida: compro os equipamentos e os instalo na minha central ou contrato as funcionalidades como um cloud contact center?

Para auxiliar nesta decisão, vamos apresentar a forma como o mercado tem optado e selecionamos vantagens e desvantagens dos dois cenários para avaliação.

Pelo que já encontramos no mercado, a adoção tem sido feita da seguinte forma: para centrais de atendimento de pequeno-médio porte, com até 100-150 posições de atendimento por exemplo, o uso da tecnologia em nuvem tem sido frequente. Enquanto para centrais maiores, normalmente, se utiliza a solução instalada localmente.

Isto não quer dizer que a opção pela tecnologia em nuvem é só para centrais menores. Na verdade, as maiores operações tem o core da solução implantado localmente e tem optado frequentemente pela tecnologia como serviço para partes da solução, como plataformas de URA, Gravadores e Discadores, e para demandas temporárias / sazonais.

Vantagens e desvantagens

Os principais pontos para avaliação são:

CUSTOS

Na maioria das vezes, a tecnologia em nuvem é mais vantajosa na parte de custos, uma vez que este tipo de solução não requer a compra dos equipamentos, a manutenção e as atualizações dos sistemas são de responsabilidade do fornecedor e sua empresa não precisa contratar uma equipe especializada para administrar as plataformas. Além disto, o tempo de implantação é bem menor para cloud contact centers, o que também reduz os custos. Isto tem sido decisivo para a adoção em novos negócios e call centers menores (como você pode ler neste post).

ESTABILIDADE E DISPONIBILIDADE

Quanto maior e mais complexa uma operação, maior o grau de importância da estabilidade e disponibilidade dos recursos, já que se o sistema fica fora de serviço, mais funcionários ficam ociosos e mais clientes sem contato e mais insatisfeitos. Com isso, a tecnologia implantada localmente tem sido utilizada neste tipo de operação. As soluções em nuvem podem oferecer alta disponibilidade (como 99 ou 99,9% de disponibilidade), mas a confiança dos gestores ainda é, naturalmente, maior quando os equipamentos estiverem “dentro de casa”, sob sua supervisão.

QUALIDADE DE VOZ NAS LIGAÇÕES

Esta é uma dúvida frequente: na prática, ou seja, quando o sistema está funcionando e se está em contato com os clientes, existe alguma diferença entre a tecnologia local ou em nuvem? Este é um ponto crítico para soluções em nuvem, uma vez que localmente isto já é mais conhecida. A qualidade da voz vai depender de como está a ligação entre o data center da tecnologia e a central de atendimento. Para que a qualidade seja alta, é preciso que o link seja capaz de separar os ‘pacotes’ de voz e dados (QoS) principalmente para operações menores. Links de internet sem ‘QoS’ deixam um risco da voz de picotar ou cortar em alguns momentos, o que se torna um problema sério principalmente para operações críticas.

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