Your contact centre is one of your most important interfaces with customers and potential customers – and today, they expect more than ever. Customer experience (CX) is evolving rapidly with increasing demand for contactless interactions, bidirectional engagement and personalisation.
The future of CX lies in the cloud
The uptake of cloud technology is well on its way, with Gartner projecting that 85% of organisations will embrace a cloud-first model by 2025. This is not a ‘someday’ aspirational future, nor does it have to be a disruptive ‘rip and replace’ future.
It’s about a future that’s available now – with the ability to go all in or migrate piece by piece, depending on your appetite and capacity for technology change.
Is it worth moving your contact centre to the cloud?
The answer is probably yes, but as with all tech upgrades, it pays to inform your decision against your individual business needs and goals.
The benefits are compelling, with the cloud offering opportunities to innovate, grow and consume IT in a smarter way.
Benefits may include:
- improved agility, flexibility, and scalability
- faster deployment of new capabilities and features
- easy integration with major cloud apps like Webex, Microsoft Teams, ServiceNow and Salesforce
- reduced costs and capital overlay, plus more accurate and predictable budgeting
- higher security to meet strict regulatory and legal compliance requirements.
The ‘cloud first, not cloud only’ approach
Feeling daunted by the prospect of migrating to the cloud? A practical approach to cloud transformation can happen sooner (and more seamlessly) than you think.
Cisco takes a ‘cloud first, not cloud only’ hybrid approach to contact centre solutions.
Cisco offers several hybrid deployment strategies that meet your specific technology refresh and migration needs – no matter where you are in the cloud transformation process.
This hybrid approach also enables cost savings that can finance investments in other innovations – a bonus from a strategic management perspective.
Minimising risk and maximising your current on-premises investment, a step-by-step hybrid approach enables you to keep your on-premises contact centre infrastructure and layer innovative cloud services and solutions like advanced data analytics and AI on top.
You can ‘cloud-enable’ your contact centre quickly and cost-effectively while completing your overall transition to the cloud at whatever pace you’re comfortable with.
Using cloud-based data and insights to create more intelligent CX
By creating a cycle of feedback, measuring what matters and acting on the insights you can identify opportunities for optimising business results you never knew existed.
But mining personalised data relies on using the right tools.
Calabrio’s Call Recording capture’s every call, email, chat, text, and tweet. Automatically transform the raw voice of the customer into highly usable data that can unite the voice of your customer with key goals across the business – better understand how to deepen loyalty, expand market share, and build customer-centric growth strategies.
How cloud capability can change the customer experience
A contact centre that leverages cloud capability with new innovations in cognitive collaboration, data analytics, AI and ML transforms the customer experience by:
- creating personalised CX that increases customer lifetime value
- providing real-time access to experts to optimise productivity and improve agent experience
- providing customers peace of mind by exceeding security compliance requirements
- providing faster, more accurate answers with AI woven into the agent and customer experience
- turning customer data into actionable insights for ongoing CX optimisation.
Transforming your contact centre from cost centre to customer hub with cloud capability
The biggest opportunity of a cloud deployment approach is undoubtedly transforming your contact centre operation from cost centre to business asset that increases loyalty, satisfaction and customer lifetime value.
Cloud capability significantly boosts the effectiveness of four key components of contact centre activity:
- Relevance: the ability of your human and digital agents to have real-time access to information that matters most to customers.
- Responsiveness: the ability for the contact centre to be predictive and proactive as it interacts with your customers in real time.
- Relationships: the ability to make your customers feel like their passion for your brand is reciprocated by your personal attention to them.
- Revenue generation: the ability of your contact centre to act as an extension of your sales and marketing teams.
A Gold-certified collaboration expert
Outcomex is a leader in the design, implementation and integration of highly critical collaboration services for contact centres, leveraging the latest Cisco technology including Cisco Contact Centre.
Outcomex was awarded the Cisco ANZ Partner of the Year Award for 2023. Outcomex is also a Cisco Gold Partner with Master Collaboration Specialisation.
Transform your contact centre experience for agents and customers with Cisco and Outcomex.
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