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Many decisions we face involve the counterintuitive—something that’s opposite of what common sense or conventional wisdom would have you believe. There are examples at home, like shocking a pool with more chlorine to get rid of a strong chlorine smell. There are practical and potentially life-saving examples like counter-steering—turning a vehicle left to go right, at speed—and relaxing instead of trying to swim when struggling in the water. And there are profound examples, such as how great success often results from doing something that increases your risk of failure. It’s amazing how often counterintuitive is the right choice.
You might be facing this right now with your contact center and customer experience technology. You need to support digital transformation; your legacy system is making it tough (or nearly impossible) to deliver on business goals. But it seems like migrating to a new contact center solution would make things even more difficult. Here’s a secret—and the seemingly counterintuitive part—migration makes life easier.
It’s stressful to leave the familiar and get to the cloud; everyone is afraid of change. But it’s worth it because it will make your life easier.
In the first blog in our CX Migration Secrets series, we examined the benefits of acting sooner, rather than later, to modernize contact center technology and avoid the risk of falling behind. Now let’s look at four ways that migrating from aging, disparate systems to a modern, omnichannel cloud platform makes life easier.
There really is a light at the end of the technology migration tunnel; just ask Quicken. The financial services firm deployed the platform in just two months and realized a 412% ROI within the first three months after implementation.
“The greatest impact of the PureCloud platform was how easily we could control the customer experience.”
Ian Roberts, Operations Leader, Quicken Customer Care
If you think migration could make your life easier, join Genesys and Frost & Sullivan for the Virtual summit: Contact center modernization and the dangers of standing still. And stay tuned here at the Genesys blog for the next CX Migration Secret.
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