Let’s Talk Technology! (What is a Cloud?)

I know what you’re thinking.

“What is a cloud?  What kind of silly question is that?  It’s that big fluffy white thing up in the sky, of course!”

Well, that’s true, but in the world of computers and technology, the word cloud can have another meaning.

To understand the modern cloud, it helps to first visualize how a computer system works.  Chances are, when you think of business computing, the image that probably pops into your mind is a dimly lit room, probably tucked away in a basement somewhere, filled with a bunch of computers hooked together with wires, and large, continually-running fans to keep the machinery cool.  For years and years, these large, in-house mainframe-computing systems were the standard technology for most businesses.  Any software/data used by the business was stored on these internal computer systems, and physically accessed through cables by employees and anyone else who needed to use the programs.

Cloud computing is a bit different.  Instead of software applications and data being housed on site at the company’s facility, they are instead hosted by a provider on a server in a remote location called a “cloud” and delivered over the Internet.

Having applications located off site in a cloud can have many advantages for call centers.  Cloud computing avoids the need to have complicated physical setups on site.  There are also fewer maintenance activities and less need to make costly system upgrades.  Programs can be used over the Internet, improving overall accessibility.  Finally, having data stored remotely provides a layer of protection in the event of a disaster.  If damage occurs due to a natural disaster at the central facility, critically important data is safe because it is stored in the cloud off site.

There are many factors for call centers to consider in the decision to implement a cloud-based computing system.  Most importantly, it is critical to have the right cloud-computing partner.  You will trust this partner to handle critical business processes and customer information, so they should have a high level of experience and expertise, as well as a solid reputation.  It is also important to personally know all the general ins and outs of how your business operates, in order to decide what processes should be kept internal and what might be outsourced to a cloud.

If implemented properly, cloud computing can help a company streamline its technological operations and become more efficient overall.  For many companies, including call centers, the right cloud computing system can put you on cloud nine.

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