Request Information

Request Information

or Call 1.877.459.4347

2 gotchas to watch out for when migrating to the cloud

October 22, 2012 / Rich Fox

Throughout my series on migrating call centers to the cloud, I’ve stressed that finding the right cloud services provider is the most important step of your cloud migration. My last post was dedicated to determining which provider has the correct technical and financial fit for your organization. But even after you’ve found that fit, there are a few barriers buried deep in some providers’ solutions that can cause a real problem for call center managers.

You might wonder why this wasn’t covered in my last post on how to select the right provider. Well, most providers can be very good at keeping these barriers hidden until the last moment, and they don’t usually come up when you’re shopping around.

For that reason, these barriers to cloud services are the “gotchas” that you need to watch out for. They often come as a surprise to the call center manager right before implementation, and for some, they’re deal breakers. Some call center managers, however, opt to take these gotchas as part of the package. Today, I’ll outline the two most common gotchas and how Evolve IP helps you avoid them.

1. The overlay gotcha. Some providers still need your on-premise call center’s “telephony plumbing” in place for their call center application to work. This is because these providers don’t handle the pipes and the phones — they just overlay their services on top. Their solution will act as the brains of your call center, but your telephony system will still be the whole body underneath it.

Now, it needs to be said that there are customers who find the way an overlay solution works with their telephony system to be, actually, highly functional. But, if customers have had problems with their telephony system in the past, an overlay solution will obviously not fix that. Things might go well for a little while, but overall, the same aches and pains will be present.

Another con to this type of solution is that it bypasses one of the main benefits of the cloud. The customer will still have the same support costs, as well as hardware and software maintenance costs of its existing provider.

My advice to customers considering this is to take a deep look at your telephony system. If it has given you problems in the past, or you’re ready to gain the full benefits of the cloud, this gotcha should be a deal breaker.

If you find yourself reading this and nodding your head, don’t let your prospective solution providers dance around this issue. If you ask them pointed questions and they don’t really want to answer, you’ve got a red flag. One of the most common excuses they’ll use to replace a straight answer is, “Oh, you’ll use our software and a soft phone that will just plug into your PC. You’ll also have a headset.”

The Evolve IP solution. Evolve IP replaces the customer’s in-house PBX hardware with a cloud-based infrastructure. By definition, that eliminates the legacy hardware, which is usually responsible for many of customers’ aches and pains.
Besides not replacing a flawed infrastructure, an overlay solution also throws another provider into the customer’s mix, further complicating operations. Evolve IP’s solution allows for one phone call to be made should something go wrong. We like to call this having one neck to choke. This idea is that if something goes wrong with our solution, customers have one primary vendor they can turn to to fix the problem.
If you have handsets from one company, PBX from another, or buy your circuits through a reseller who orders those circuits from whoever offers the best margin that week — who will help you when things go wrong? Everyone will say, “It’s not my problem.”

2. The public Internet gotcha. It seems like an understatement to say that call quality can be a big problem in your cloud-based call center solutions. But I’ve heard time and again that after the ink dries on the contract, some vendors take the attitude that call quality isn’t something they have to worry about. In their mind, all they need to do is simply deliver the call over the public Internet, which was not originally engineered for voice or video data.

The result: You end up with poor call quality that hurts your business. Now, it might not be lousy every day, or even every week, but you can have periods where the call quality is unacceptable.

That’s because the Internet is a “packet-switched network,” not initially designed for voice. Data is collected into “packets,” which are then sent over the Internet in pieces from one end, and reassembled on the other end. Depending upon the route those packets take, some of the packets will get there sooner or later.

While this isn’t a big deal when you’re sending text, it’s a big problem when you’re dealing with audio and video. With audio or video, the packets must follow prescribed routes to ensure none are delayed. Delayed packets cause your audio to sound horrible or your video to look bad.

This is a problem we hear call center managers complain about often. It’s a tough gotcha, because sometimes managers like all the other aspects of a provider. But, my question to them is: If something is going to jeopardize your call quality, what else really matters?

The Evolve IP solution. One of the core aspects of Evolve IP’s platform is our ability to guarantee end-to-end delivery of every call. We do this by sending the calls over private connectivity into your building. This gives us complete control and visibility of every leg of the call.

This ensures that those packets I mentioned above follow the prescribed paths, reaching their destination without latency and jitter. When that happens, the calls will always sound great. Also, you will always have access to call quality SLAs where you can compare your calls against industry-standard measurements provided by third-party devices.

You will have to decide for yourself which gotchas will be a deal breaker for your organization, but with this advice, you can avoid signing a contract that will cause you down time and cripple your productivity.

Have more questions about the gotchas or anything else covered in this series? Reach out to me in an email.

Categories: Call Center
Recommended For You
The Evolve IP Compliance CloudTM

Compliance is a way to do business … not an afterthought when clients need it.

At Evolve IP we have a dedicated compliance and security practice and work with two of the world’s top 3rd-party compliance auditors, Grant Thornton and Ernst & Young, to enable customers to extend their compliance to our fully audited cloud. This focus allows us to deliver the documentation and assurances that other’s simply cannot including HIPAA / HITRUST, PCI-DSS (all 12 sections), SOC 2/3 and more. The Compliance CloudTM includes true client isolation, encryption in transit and at rest, private VLANs, firewalls and dozens of other security measures.

What Our Clients Say
  • "Yesterday was, perhaps, my busiest day of client interaction either by phone or email since I have been a PM, and I don’t think any of my clients knew I was working from home unless I told them. I was also able to do trades behind the scene and interact with my team. So, for me, the technology has been working great. As an old guy, I am constantly dazzled by technology in general, but being able to do this stuff from home is amazing!"

    James C. Hunter, CFA, CFP, AIF, Senior Portfolio Manager, Principal

  • "Hey, IT people, As I’m working away in my home office, I just wanted to say thanks to you for all you’re doing, and have done in the past, to make it possible for us to run our company virtually. Not many of us JICers have jobs that everyone in the firm sees and could stop us from doing business. But you have this job, and do it well. Thank you for having the foresight and wisdom to get us in a position to succeed in a pandemic! You’re awesome."

    Michael D. Barnes, Esq., CTFA President, Principal

  • “That’s the type of proposition I like to bring to a Board of Directors. When I can say, ‘we can get everything new, be completely redundant, it can meet all of our needs and oh, by the way, we are going to save over $300,000 a year.’ It makes it easy for me to sell!”

    - Ken Schultz, CIO Ogletree Deakins

    Watch Testimonial

  • "The people that Evolve IP are more personable; you don't feel like there's necessarily a script when you're talking with them, they’re easy to understand, quick to get a hold of, and they follow through on what they say they're going to do."

    Watch Testimonial

  • "Evolve IP has been a vendor partner that has grown with us, that has helped us, and that you know stands by us and stands by their word."

    Watch Testimonial

What the Experts Think

Our analyst-acclaimed solutions are built on a world-class, compliant architecture that leverages the blue-chip technologies organizations already know and trust.


We deploy best-of-breed solutions including: Disaster Recovery, Contact Center, Unified Communications, DaaS, IaaS. Our services are analyst-acclaimed, vendor-validated, client recommended and award-winning.


Evolve IP is proud to have achieved the honor of being HITRUST CSF certified! Certification to the HITRUST Common Security Framework (CSF) affirms that all of Evolve IP’s cloud computing and cloud communications services adhere to the strictest security standards for electronic protected health information (PHI). The HITRUST security standard was developed by and for the healthcare industry as a means of going above and beyond the compliance requirements of HIPAA.

The HITRUST Common Security Framework (CSF) was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. The HITRUST CSF was developed by healthcare and IT professionals to provide an efficient and prescriptive framework for managing the security requirements inherent in HIPAA. HITRUST CSF rationalizes healthcare-relevant regulations and standards into a single overarching security framework. An important part of the “What is HITRUST” answer is understanding that the CSF is risk-based and compliance-based so that organizations can tailor the security control baselines and vendor management programs that they follow based on their specific organization type, size, systems, and regulatory requirements.


The Privacy regulations of the U.S. Health Insurance Portability and Accountability Act (HIPAA) require health care providers, organizations, and their business associates, develop and follow procedures that ensure the confidentiality and security of protected health information (PHI) when it is transferred, received, handled, or shared. This applies to all forms of PHI — paper, oral, and electronic, etc. Those who fail to adhere to HIPAA can suffer from huge fines climbing into the millions of dollars for major violations.

The Compliance Cloud™ fully enables covered entities and their business associates subject to HIPAA regulations to leverage a secure environment to process, maintain, and store protected health Information (PHI) featuring among other controls.

SSAW 16 Service Organization Control II (SOC 2)

Evolve IP has received an SSAE 16 SOC 2 Type II report on our internal controls relating to how we assess and address the potential risks associated with the security, availability, and confidentiality of not only the cloud-based services that we provide, but also our physical and logical infrastructure. Evolve IP utilizes the Certified Public Accounting firm of Grant Thornton to perform its annual audit and attestation in accordance with the Statements on Standards for Attestation Engagements No. 16 and the associated Trust Services Principles, as published by the AICPA, to evaluate the effectiveness of Evolve IP’s service organizations controls.


While Forbes regularly features coverage and recognition about Evolve IP, they've most recently recognized Evolve IP as being the "Best Cloud Computing Companies And CEOs To Work For In 2017".  They've ranked Evolve IP in the Top 3 just behind Google and Microsoft in the Cloud Infrastructure classification.  (Feb 2017). Forbes  also recently recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. (Sept  2017). Last year, Forbes recognized Evolve IP's survey of 1,080 executives citing that the number one reason to go to the cloud is the same reason that it is avoided. (Mar 2016).

Unified Communications Product of the Year

TMC and Internet Telephony Magazine have named Evolve IP’s unified communications platform as a 2017 Unified Communications Product of the Year Award winner. This marks the 6th time Evolve IP has been honored with this prestigious award and follows a series of product innovations that have allowed the company to rapidly expand its international coverage.

Evolve IP’s business collaboration tools and IP phone system dramatically improve employee productivity in the office and on the road with a Unified Communications as a Service (UCaaS) platform that fully integrates voice, video, instant messaging & presence (IM&P), desktop sharing, audio/web conferencing and more. The company also provides a sophisticated Web-based management portal, OSSmosis®, that allows administrators to easily configure system functions and quickly modify users without the need to reach out to a third party for changes.


Inc. magazine has recognized Evolve IP in the 34th annual Inc. 500|5000, an exclusive listing of the nation's fastest-growing private companies. The list will be unveiled in the September issue of Inc.

The story of this year's Inc. 5000 is the story of great leadership. In an incredibly competitive business landscape, it takes something extraordinary to take your company to the top," says Inc. President and Editor-In-Chief Eric Schurenberg. "You have to remember that the average company on the Inc. 5000 grew nearly six-fold since 2012. Business owners don't achieve that kind of success by accident.

Payment Card Industry Data Security Standard (PCI DSS)

Evolve IP has achieved Payment Card Industry (PCI) Data Security Standard (DSS) compliance covering all 12 sections of the PCI DSS. The PCI data security standard is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. It was created by the founding brands of the PCI Security Standards Council, which includes American Express, Discover Financial, JCB International, MasterCard Worldwide, and Visa Inc.


Evolve IP is also a registered and participating member of the CSA Security, Trust & Assurance Registry (STAR). The CSA was formed to encourage transparency of security practices within cloud providers. It is a free, publicly accessible registry that documents the security controls provided by various cloud computing offerings, thereby helping users assess the security of cloud providers they currently use or are considering contracting with. CSA STAR is open to all cloud providers, and allows them to submit assessment reports that document compliance to CSA published best practices. The searchable registry will allow potential cloud customers to review the security practices of providers, accelerating their due diligence and leading to higher quality procurement experiences. CSA STAR represents a major leap forward in industry transparency, encouraging providers to make security capabilities a market differentiator.

Deloitte’s Technology Fast 500TM

Evolve IP has been ranked for the second consecutive year on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America – both public and private. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2012 to 2015. The list is a veritable Who’s Who of technology that has included tech companies like Google, VMware and Facebook.

Technology Fast 500 provides a ranking of the fastest growing technology, life sciences, and energy the companies – both public and private – in North America. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth during the period from 2012 – 2016.

Red Herring

Red Herring has named Evolve IP as one of the Top 100 Companies in North America.  Red Herring’s Top 100 recognizes the leading and most promising private companies from around the world. Among the over 20 criteria used to analyze companies for the award, Evolve IP was noted for its financial performance, technological innovation, customer footprint, the DNA of its founders and addressable market.

Red Herring selects the award winners for North America from approximately 1,200 privately financed companies each year in the US and Canada. Since 1996, Red Herring has kept tabs on these organizations and its editors were among the first to recognize that companies such as Facebook, Twitter, Google, Yahoo, Skype,, YouTube, Palo Alto Networks and eBay would change the way we live and work.


Evolve IP has been recognized as one of the “Best Entrepreneurial Companies in America” in Entrepreneur magazine’s Entrepreneur360™ Performance Index, a study involving a comprehensive analysis of private companies in America. Based on this study forged by Entrepreneur, Evolve IP is recognized as a company that exemplifies growth, not just in top and bottom line, but in sustainability and the ability to achieve lasting success.

According to Entrepreneur, after evaluating approximately 10,000 U.S. based firms, the team of editors and researchers behind the E360 Performance Index collected more than 250 pieces of data from the finalists, focusing on growth drivers and challenges, goal setting, resource allocations, and reward systems. The analysis uncovered a class of leading companies, including Evolve IP, whose continued success is largely based on superior value creation for their customers, building an adaptive learning culture, and aggressive geographic expansion—placing them amongst the most dynamic firms in America today.

Latest Press Releases

Evolve IP Named To The Gartner Magic Quadrant for Contact Center as a Service
November 16, 2020 / Evolve IP
Evolve IP today announced that Gartner has named it to the Magic Quadrant for Contact Center as a Service*. Evolve IP’s omnichannel offering, which runs 30-40% less than comparable...
Evolve IP Appoints Pete Stevenson as CEO and Randal Thompson as CRO to Drive Next Phase of Growth
October 16, 2020 / Evolve IP
Evolve IP, a leading global provider of Work Anywhere™ solutions, today announced that the Company’s Board of Directors has unanimously appointed board member Pete Stevenson as Chief Executive Officer....
Evolve IP Enhances Its Microsoft Teams and Cisco Voice Direct Routing Platform
September 22, 2020 / Evolve IP
Evolve IP announced that it has integrated SMS business messaging and voice recording with AI speech analytics into its Microsoft Teams direct routing platform.
Evolve IP Integrates Business Messaging Into Microsoft Teams; Enhances Microsoft’s Direct Routing Solution
September 17, 2020 / Evolve IP
Evolve IP® announced that it has launched a fully-integrated SMS / business messaging platform for its Microsoft Teams Direct Routing solution.
View More

Contact Us

or Call 1.877.459.4347