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Cloud contacts centers and the future of customer experience

Keeping up with a changing world

Published October 2018
en-wp-cloud-contact-centers-and-the-future-of-customer-experience

Organizations have a broad opportunity to rethink how their contact center should function and what capabilities it should offer. This paper will first discuss the impact of cloud computing, consumerization of IT and the emergence of social media in driving the transition from traditional on-site call centers to a superior model, the cloud contact center. Next, it will identify several factors rapidly forcing significant changes in contact center operations and functionality, and examine how the cloud contact center platform and cloud-based customer service applications effectively respond to the challenges that frustrate organizations using traditional call centers. The paper concludes with a review of key steps involved in migrating to a cloud contact center.