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Customer needs are complex. But aging on-premises call centers systems limit many contact centers. Most customer experience and IT leaders recognize that extending the life of a patchwork of siloed channels and complex integrations offers only a temporary solution that’s expensive and difficult to maintain. The cloud offers a better option.
Cloud-based solutions deliver greater business agility and flexibility with simplified solution management. And these subscription-based services let companies scale up or down, based on changing business demands. It’s no wonder some of the most competitive companies are moving their contact centers to the cloud.
Moving to the cloud might be a straightforward decision but selecting the right technology provider to team with is challenging. It’s important to research different vendor offerings. Very few providers can deliver a true omnichannel cloud contact center solution. Let’s break that phrase down to reveal three factors on which to evaluate vendor offerings.
The prefix omni– means all; a true omnichannel cloud contact center solution should be able to handle not just all channels, but also all elements of the customer journey. It should create a frictionless experience for end customers and employees.
Practically speaking, this requires the power of one — a single platform that includes one routing engine for all channels to enable unified data, reporting, journey analytics and desktop capabilities. It also should leverage native Workforce Engagement Management (WEM) to streamline scheduling and agent performance management across all channels.
Many cloud contact center vendors present a compelling narrative that’s focused on omnichannel, regardless of what they can actually offer. Many are too focused on the channels and not focused enough on the experience of using them.
Evaluate omnichannel based on these critical criteria.
Companies that haven’t moved their contact center technology to the cloud yet are missing out on a set of powerful, known benefits — namely, the agility from a smaller IT footprint, easier capability enhancement, smoother adoption and less change management. They also would get agent empowerment, an open platform and an AI-infused feature set. But these benefits are not intrinsic to every contact center solution marketed as “cloud.”
Evaluate the viability of cloud-based solution using these key criteria.
Not all vendors who offer a contact center solution have deep contact center experience. Ideally, you’ll want a cloud application that’s not only technically superior, but that has evidence of best practices that are “baked in,” as well as deep, proven expertise in contact center migrations and a culture of sustained commitment to delivering customer experience innovation.
Look for these specific characteristics when evaluating contact center experts.
Finding the Proof
As Charlie Godfrey noted in his blog about creating an omnichannel customer service strategy, “Omnichannel strategy is much more than just technology. It’s leveraging technology to enable true business outcomes. It’s the process of mapping your technology capabilities to business results.”
Choosing a new customer experience solution involves more than feature-level comparison. Evaluating solution providers based on their overall ability to help you achieve your business goals is critical. You want a true business partner who will ensure your success — throughout your entire journey to an omnichannel cloud contact center.
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