Travel to the Cloud: 3 Things to Keep in Mind if You Are Considering the Trip
The cloud started out as an exotic destination. It provided a rarefied, superior experience, and elite organizations across all industries moved their apps and infrastructure to cloud servers that could be accessed through the internet, freeing up solutions from traditional on-prem limitations.
But specifically in contact centers, where management, performance, security, and costs have historically been tightly controlled to maintain a competitive edge, leaders were reluctant to make any change or go there.
Soon however, it became clear that the cloud was ideal for the specific needs of contact centers. The cloud could simplify management, enable both financial and operational flexibility, work intelligently with the entire customer journey, and allow seamless scalability.
Eventually contact centers started to migrate to the cloud, with more organizations choosing this destination each year. 2018 was a tipping point in the industry, and since then, contact centers have increasingly been adopting the cloud. Contact Center as a Service (CCaaS), hosted and managed by a provider, was estimated by Gartner to be the preferred adoption model for 50% of those traveling
there. It became the optimal way for organizations, especially with a remote or hybrid work force, to provide top, tailored customer service, driving customer loyalty and meeting their accelerating expectations.
How to Get There
There is a difference between wanting to go to a fantasy destination and getting there in reality. Plenty of people dream about climbing to the peak of Mount Everest, but that trek is not easy, and requires knowledge and preparation to do it right.
Though cloud migration for a small or midsize operation may be simple enough, larger organizations with thousands of agents may need a different checklist. The future of the contact center is the cloud. With time, your enterprise organization will organically make its way there, and NICE has charted the various paths to reach your destination easily.
This article is posted at nice.com
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