Cloud-based contact center technologies and their solutions were hotly debated upon by industry professionals as they came together for the Dataquest CIO Series 2013, in Mumbai INDUSTRY | EVENT REPORT Smita Lala Sengupta smitas@cybermedia.co.in The Future of Customer ServiceAre Cloud-based Contact Centers the Answer? Gangwani from TCS asked the participants to carefully assess their requirements before settling for a particular cloud. While the obvious benets of cloud-hosting are cost cutting, ranging between 28% to 40%, some of the more serious questions that enterprises need to take a call on include ones like need to control the infrastructure. Then private cloud is the best option. However, if cost reduction alongwith an easy access to resources, in a utility based model, is the need of the business then, public cloud might be the answer. Neeta Bhargava, DGM, State Bank of India presented a similar scenario where she outlined the needs of the business. While SBI has three centres currently, in Agra, Bangalore and Baroda, there are plans to increase footprints in the East, mainy Kolkata and Bhuvaneshwar. Hence while T he Dataquest CIO Series 2013 onThe Future of Customer ServiceAre cloud-based contact centres the answer? held jointly with Tata Com- munications on October 18 in Mumbai, saw a gamut of industry professionals bring their heads together to dis- cuss issues, in cloud computing technologies for contact centres, and their solutions. The main issues that were addressed in the meet were cost, control and compliance, as pointed out by Ed Nair, Editor of Dataquest and Global Services at Cybermedia. In fact, control over the data hosted was an unanimous concern raised by the participants. Especially, in the context of shared cloud space. Typically, storing data on cloud comes with three options, private, public or hybrid, depending on the needs of the business. Ankush (From Left to Right) Ankush Gangwani from Tata Communications Services, Ed Nair, Editor of Dataquest and Global Services, Cybermedia address the panelists at the start of the discussion | A CyberMedia Publication www.dqindia.com November 30, 2013 | 57 INDUSTRY | EVENT REPORT the business needs are seemingly restricted as of now, they may grow with time. Bhargava was keen to know if cloud offered this exibility to its clients. Another point of concern raised by Jitendra Chivate, Head of TSG-C-Edge Technologies, was the need for servers that not only hosted and acted as data warehouse but also helped clients to analyse data for call details such as peak trafc hours and so on. Secondly, as Chivate pointed out that while on-premise applications and single-tenant-hosted solutions are often customized, this endeavor is costly and requires changes to an applications code. Additionally, this customization can make upgrades time-consuming, because an upgrade might not be compatible with your customization. However most multi-tenant solutions are designed in a manner that businesses can customise an application without changing the basic code or data structure. Since the code remains unchanged, upgrades are easily done. A recurring concern raised during the discussion was if cloud computing technologies were accredited by industry certiers like PCI or ISO. While there are no Six Sigma-kind of certications for contact centre solutions, TCS plans to opt for them when they venture into the private cloud space, in which case the cost can be shared. Accreditation was a concern in the multi-tenanted space where particpants wanted to know exactly which elements in the architecture would be shared. The answer, that people and infrastructure was met with a collective sigh of relief across the table. So while the software may be shared between multiple clients, the data remains secure and unique. As such the main requirements of a contact centre solution revolve around, data security and sanitisation (security of transferred data), no real time vigilance on vendors/dialing at centre location, dependence on vendors for MIS and reporting, productivity improvement, manual operations, cost of operations and scope of error. Marked by a signicant turnout, the event saw the likes of Sameer Shah-Associate VP-Respondez BPO, Rushikant Shastri-Assistant VP-SBI, Jitendra Chivate, Head at TSG-C-Edge, Hemant Jiwanlal Binnani. Program Lead at Wipro, Manoj Mhatre, Director at SITEL, Nikhil Bhatia, Associate VP at ICICI Prudential and Neeta Bhargava, DGM at SBI. As Gangwani narrated TCS thought of creating cloud for contact centres almost ve years ago. At that time, Google, Microsoft, and others were making their rst footprints on cloud computing technology. As a telecom player, there was an existing infrastructure of data connectivity and MPLS. All the elements operated on standalone basis, that is when an idea emerged to marry all these components. The rest, however, is not history yet. For Gangwani concludes saying that building a cloud can never be 100%, but managing cloud happens with learning. Rajesh Menon, Tata Communications said cloud hosting helps control the infrastructure (From Left tor Right) Jitendra Chivate, Head of TSG-C-Edge Technologies elaborates while Nikhil Bhatia from ICICI Prudential, Neeta Bhargava from SBI and Hemant Binnani from Wipro Infotech look on The welcome area