OPUS—10 Attributes of Successful Cloud Contact Center
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The cloud is a delivery model of information technologies based on Internet protocols. Through ease of access to remote computing, increased security, scalability and reliability of today's mature cloud-connected model allows organizations to dynamically provision and scale virtualized and shared resources.
Cloud contact center solutions should be flexible to support your organization’s security, process and platform needs.
Organizations looking to modernize and expand the capabilities of their contact centers have three major architectural options to consider: pure cloud, on-premises, or a hybrid deployment.
Genesys cloud offerings provide scalability, agility and security. Genesys cloud contact center solutions can improve your customer's journey by increasing personalization and by delivering consistent, connected customer experiences across touchpoints. We meet your customers’ specific channel preferences, such as mobile, SMS and social. Choosing a cloud contact center solution can help your organization achieve these objectives while getting to market faster, and with more flexibility.
Genesys delivers the full range of cloud-based call center and contact center applications. These include ACD routing, IVR, reporting, provisioning and agent optimization applications, while securely storing the business software and data on managed servers in remote datacenters. In most cases legacy applications can be integrated with cloud services in a hybrid model to provide easy transition and maximum client flexibility.
An organizational decision to "move to the cloud" - whether pure cloud or a hosted contact center solution - can drive significant cost savings and reduced TCO. Additionally, the cloud model enables acceleration of business change and improved customer experiences - powerful motivators in the global marketplace where contact centers play a pivotal role in competitive differentiation regardless of size or industry.