The cloud, as we know is a strong rival for contact center technology today. In this blog, we discuss three critical steps for cloud success. First, constructing a good Statement of Work (SoW) is of utmost importance. You need to define requirements, address functionality, integration, training, etc. Here a little planning can bear fruits in the long run. Second is to explore what the vendor is committed to deliver on Service Level Agreements (SLA's), what they can and can't control, how will they respond, how will they track and report on SLA's. Lastly, it is very important to define the proper vendor management role and who will provide it, whether in the center or in IT. The Vendor Manager needs some technical aptitude and great communication skills as the liaison between the business areas, IT and vendor. Read more at: http://www.strategiccontact.com/blog/2016/08/cloud-success-in-3-easy-pieces/