While it’s become nearly impossible to talk about the future of contact centers without addressing the benefits of cloud over on-premises solutions, determining if now is the right time for your organization to make the move requires thoughtful consideration.
Here’s why: Your contact center is inextricably tied to customer experience (CX), and CX is increasingly becoming a leading factor in whether a customer will buy from you—now and in the future. Cloud contact centers will also have sweeping operational effects ranging from increased agent productivity to lower costs.
So, while the stakes are high, you can reap significant benefits if you get it right.
The infographic below, based on the article, 5 Signs You Need to Move Your Contact Center to the Cloud, outlines the five signs that may indicate its time to consider the move. If you want to learn more, download the full article here. And if you’re ready to take a closer look at how you can harness the cloud to deliver a better customer experience, request a demo of Serenova’s cloud contact center solution, CxEngage.
Michelle Burrows is Chief Marketing Officer at Serenova, where she leads the company’s global marketing strategy, brand development, communications and demand generation. Prior to joining Serenova, Michelle was Vice President of Marketing and Analytics at Comcast Business, leading the customer loyalty contact center. Prior to Comcast, she served as Vice President of Demand Marketing for inContact (NICE inContact) and held key leadership positions at Rally Software (CA Technologies), Verint Systems and Genesys Conferencing (West Corporation).