Insights for Businesses Considering a Move to the Cloud

Today’s digital revolution has fueled higher customer expectations for the experience you create. Nowhere is that more clear than in the contact center.

Successful customer engagement is now about delivering connected, seamless customer experience (CX) across multiple journeys and channels. Whether your customers connect by phone, email, social, web chat, text, mobile applications, video, or another channel, you are positioned to build lasting relationships when you offer immediate, informed, and responsive communication.

Increasingly, businesses are evaluating and shifting to cloud-based contact center solutions because they’re able to deliver great customer experiences and offer competitive differentiation based on service, all with a business-friendly pricing model.

The business and operational benefits of a cloud contact center are numerous and compelling. Your organization can deploy a contact center quickly, run it with minimal IT involvement or capital investment—and actually lower your operating costs. The strength of a cloud infrastructure’s unique call routing capabilities let you take advantage of a geographically distributed agent workforce. It empowers agents to engage more efficiently with customers than ever before and improves CX across the range of customer interactions.

Whether your organization is just starting to think about moving to a cloud contact center or considering upgrading to a more robust offering, this white paper describes factors to consider when moving to the cloud, including:

  1. How to build a business justification to convince your organization to make the switch.
  2. Tips on what to expect during the transition.
  3. How to create a realistic post-deployment assessment after the first 90 days.
Presented by Genesys | Download