Choosing a Cloud Contact Center in the Age of Disruption

In the age of disruption, when your industry changes without your permission, cloud and distributed systems give you a choice in how you can participate in that change. Think about how commuting in New York City has changed in the last five years alone.

Traditionally, taxi drivers were expected to demonstrate knowledge about the streets and traffic behaviors before they could service customers. Seemingly overnight, new drivers entered the market and were profiting — even though they were armed with nothing more than a smart phone and a GPS. As technology advanced, this new breed of drivers became even more profitable when new GPS apps adjusted directions according to traffic patterns and efficiency.

Still, the taxi leasing industry remained untouched. At one point, a big yellow taxi licensed by a “medallion” were leasing for $1 million. Many factors contributed to these economics — demand combined with regulations that limited the number of licenses and the types of cars that could be used. The system is very centralized with many restrictions to maintain the tradition of control.

However, two ride-sharing app makers recognized the exponential power of a distributed workforce — both as a contributor to our society and as a business model that’s resilient to global economic shifts. In an industry that has always been one sided, Uber and Lyft rewrote the rules for self-employment and the experiences that passengers should expect on the other side of the equation.

During the recent global effects of COVID-19, my brother encountered a layoff. And with a startup spirit, he became a driver with a ride-sharing service by the end of the weekend. Because of a cloud-distributed system, he was empowered to reinvent and remain gainfully employed. These ride-sharing services seem resilient in changing times because they’ve vastly reduced the barriers for “employees” to become part of the system.

Customers have gained a large number of benefits as well. Geolocation use means customers don’t have to provide detailed descriptions of their locations. Transactions, which occur within the apps, are safe and seamless. Customers have full knowledge of where they are in the journey. And what’s more interesting, customers have a voice in their experiences. A rating system means that drivers have to create better experiences for customers — or risk getting fewer rides. Customers now flock to ride sharing for a cleaner, safer and more predictable experience.

Scalability Is King in the Rise of Cloud
Today, cloud is the backbone of these distributed systems; data is the nervous system. At one time, this combination was considered novel. But it’s everywhere — not just in transportation. Netflix has taken the place of Blockbuster; Amazon has replaced Toys “R” Us. Medallion’s stock has dropped from nearly $18 in 2013 to $2 in 2017. Leases on their cars in New York City plummeted from that $1 million to just over $100,000 today.

For a company that connects with customers through the contact center or small businesses that don’t yet understand the value of cloud scalability, there is the power of choice. For example, no one expected the entire world to shut down over a virus such as COVID-19. Genesys quickly responded to keep employees safe — closing offices around the globe and telling employees to work remotely. Because we do business through a distributed cloud system, we had choice to pivot and remain resilient.

Those who have cemented the centralized contact center workforce as the only way to do business have been greatly challenged by the sudden inability to do any business at all. Companies that use a product like the Genesys Cloud CX platform had a choice to keep running a distributed workforce.

You don’t move to a cloud contact center because you want to satisfy a “Just in case” clause. You move to a cloud contact center platform because it’s the baseline requirement for remaining competitive and operational in the age of disruption.

Learn more about Genesys Rapid Response. It’s available for any organization, including existing Genesys customers as well as other businesses, government agencies and non-profits.

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