How Cloud Improves Customer Service in Mid-Sized Contact Centers

The holiday season and the close of one year brings on thoughts of a new start in the year ahead. It’s a time to reflect on what has happened in 2019 — the joys, the hardships, the triumphs and the mistakes — and set a path to improve for the next year. Typically, the resolutions list includes things like: exercise more, lose weight, spend less time on social media or clean out that overstuffed junk drawer. For contact centers, a move to cloud is one resolution you need to make to ensure you see improvements in 2020.

A cloud contact center offers small and medium-sized businesses multiple benefits over a legacy, on-premises solution — improved scalability, heightened security and the ability to implement innovations like artificial intelligence (AI) and chatbots, just to name a few. An all-in-one cloud contact center solution gives agents an easy-to-navigate user interface that sets them up to succeed and, ultimately, improves your customer service. And no matter whether you’re mid-market, commercial or enterprise, the cloud lets you differentiate yourself from the competition.

We compiled some of the most viewed blogs and webinars from 2019 that focus on mid-sized contact centers (or call center, as some might call it). Grab a cup of coffee and take 30 minutes to read a blog or check out an on-demand webinar.  Learning about the technology trends for mid-sized companies will inspire you in 2020.

Make Every Day Easier With a Cloud Contact Center
A properly designed contact center system can bring harmony across your organization, with continuous innovation, scalability, security and reduced reliance on IT. In this post, Genesys Chief Marketing Officer, Merijn te Booij gives some high-level insights into how the Genesys® PureCloud® application is the foundation for finding that harmony. Read the blog.

The Not-So-Scary Way to Level Up Your Contact Center
The most striking behavior across contact center managers often is a fear of change. And the move to cloud is no different. Art Schoeller, Vice President at Forrester, and Dan Rood, Vice President of Product Marketing at Genesys, illustrate how to get over your hesitation to gain the benefits of cloud contact centers. Watch the on-demand webinar.

3 Ways Cloud Improves Customer Service in Mid-Sized Call Centers
The holidays can be a busy time for contact centers, as your website traffic spikes, customer interactions increase and agent scheduling becomes more difficult. For the mid-market, a cloud contact center lets you simplify technology with an all-in-one solution. Ultimately, you’ll see agent productivity increase, you’ll improve reporting and boost KPIs. Read the blog.

The Power of Possibilities: Buy, Extend and Build on a True Cloud Platform
One of the most under-realized capabilities of a true cloud platform is the ability to buy a robust, open platform product that’s designed to be extensible. Lori Bocklun, Founder and President of Strategic Contact, and Roe Jones, Director of Product Marketing at Genesys, explain what an API-first platform approach is and why it matters, what has changed with the build-versus-buy debate and which approach is right for you. You’ll also gain some insight on where to start in your journey to cloud. Watch the on-demand webinar.

PureCloud: The Origin Story
‘Twas the night before PureCloud and all through the contact center, everyone was stirring — because their legacy, on-premises solution wasn’t efficient. This might be a stretch, but you get the point. In this post, I’ll give you a sneak peek into the makings of the PureCloud application, the first microservices-based contact center. You’ll gain insights into its inception and how a true cloud solution will ensure you and your agents all have a good night. Read the blog.

9 Technology Trends on the Radar for Mid-Sized Call Centers
Frost & Sullivan surveyed 600 business and IT decision makers from around the world. It aimed to understand how they use technology to meet rising customer experience expectations and which technology trends are key to meet emerging customer expectations. Find out the top 9 trends. Read the blog.

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