Inbound outsourced call centers are the hearts of many Healthcare Cloud Solution businesses. If you’re a healthcare manager, you know what we mean. Once a silo support function, the contact center is now a dynamic marketing tool that can drive business growth. More specifically, it’s a key customer service tool that can boost customer satisfaction. But like many healthcare managers, you could soon face a dilemma. You might, in fact, be facing it right now.
Should you install contact center software or subscribe to a Cloud solution where an Internet connection is the only infrastructure you’ll need?
It’s a dilemma that requires a solution. Below are 6 questions that can help you solve this dilemma:
1. How Difficult Is It To Obtain Capital Funding?
Installing contact center software is costly. You have to pay for three things right off the bat: the software, the hardware, and the IT professional or professionals to manage and maintain it.
So you may need capital funding to implement this solution. And that’s not easy to obtain unless you have the backing of senior managers.
The Cloud simplifies things. It enables you to get the functionality you need without going through the capital budgeting process. But you’ll need to carefully review the provider’s security protocols and systems first.
2. How Much Access Do You Have To IT Support?
Like many healthcare IT departments, yours is probably flooded with requests and work orders. That’s mean you’ll probably have to jockey for access with other mission-critical priorities.
Cloud providers deliver software with no internal IT support required, freeing you from the need to access your IT people. So the Cloud offers an alternative if IT resources are at a premium.
3. Who Will Manage The Cloud Solution’s Updates?
Anytime you install software, you need to consider updates and upgrades. Not so with Cloud solutions. Leading suppliers of healthcare cloud solutions handle upgrades and patches.
Plus, they free you from system maintenance, database optimization, or proactive monitoring to detect issues before they become problems. You also don’t need to worry about bandwidth as the contact center grows.
4. Is The Cloud Solution Scalable To Your Environment?
Your needs will probably change and grow more complex as time passes. You’ll need a solution that’s scalable to your needs—whether it’s installed or Cloud based.
The solution must be able to go from a simple system to an integrated contact center servicing scores of hospitals and thousands of providers. Make sure your Cloud solution integrates with your key existing systems.
5. Which Implementation Is Faster—The Software Solution Or The Cloud Solution?
Anytime you install new IT solutions you have to consider implementation time. So ask yourself which would be faster—installing the software or opting for the Cloud implementation. Then make a decision.
Leading Cloud solution providers have refined their implementations. One solution claims its implementation time is 60 percent faster than its installed counterpart. Verify these claims as best you can.
6. Is The Installed Or The Cloud Clients More Current On The Supplier’s Software?
Using the most current clients gives you access to the newest features. So find out which uses the most recent clients. Often, the Cloud solution does but not always.
You may also want to check cloud specific resources and value-added services. These may not be available with or may be extra-cost options with the equivalent installed software.
Deciding between an installed software and Cloud-oriented healthcare contact content center solution is difficult. Answers to the 6 questions above can help you solve the dilemma.
But they are only a start. You’ll have to answer dozens more before making a decision. Your best bet is to make a list and then go start answering.
Of course, you can also outsource inbound call center services to an experienced provider. Depending on your circumstances, this might be the best solution for your company and the most cost-effective
Let us put our proven experience in providing tech support for small and medium size companies to work for you. Request a quote from our sales team.