What are the best contact centre technology benefits to consider?
We wrote this eBook to help you decide what top contact centre services and contact centre providers you should consider when managing a cloud migration.
This eBook address the top six strategic considerations when migrating your contact centre technology stack to ensure a smooth transition into the cloud.
The key topics we discuss:
The top six strategic considerations when migrating to the cloud
How to evaluate your need for change
Trends in customer experience innovation
Omnichannel interaction management advantages
Operational efficiency gains
Contact Centre Technology Guide
Why have Contact Centre solutions?
Contact centre solutions play an integral part in the success of many types of businesses.
Put simply, if your business has departments that manage internal or external customer communications then you should consider a fully integrated CCaaS or Contact Centre as a Service solution.
Does your business have a helpdesk department, customer service, or any department that may be considered as either an inbound or outbound call centre with application integrations to ERP, CRM, Marketing platforms or any other important business application then this read on.
The most successful businesses operational infrastructures focus on delivering seamless customer interactions where both employees and customers are empowered to conduct efficient, pleasant and effective positive interactions. The term for managing these engagements is typically known as Customer Experience Management or simply CX.
Larger enterprises typically use contact centres for managing their support, service, customer feedback and marketing functions while smaller organisations tend to use them for their direct marketing campaigns, and other sales lead activities.
Technologies for customer experience (CX) success
Traditional call centre solutions cover a wide range of telecommunications services including automated phone systems capable of answering incoming phone calls via Interactive Voice Recognition (IVR) and performing outbound auto-dialling.
Contact Centre as a Service is the natural evolution of this subset and encompasses many more components and integrations.
These can include:
Call Recording and Speech Analytics
Business Intelligence / Artificial Intelligence
Workforce Optimisation (WFO)
Customer Relationship Management (CRM) Integrations
Enterprise Resource Planning (ERP)
Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Big Data Analytics
Migrating contact centre services to the cloud
For most organisations, the benefits of moving to the cloud outweigh staying on-premise.
However, before migrating core contact centre infrastructure and applications to a new cloud platform, customer service and IT leaders need to develop and execute a holistic plan.
To ensure a smooth transition to the cloud, companies must take a strategic view and create a project plan that takes workforce, processes, and technology into account.
We're here to help
If you still need some help or want to discuss your requirements with an expert please book a call directly with me, Gareth Richardson.
I am an industry expert with over 20 years of experience and will do my best to assist you in your search for the right service and provider. I provide my services to you at no cost.
For more details of my commercial model watch the video on this page and book a call with me today.