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Article : Making the Move to Cloud in Contact Centres: 3 Key Questions to Ask

#contactcenterworld, @Calabrio

Author: Magnus Geverts, VP Product Marketing & Mgt, Calabrio

As organisations look to future-proof customer experience they are reviewing their contact centre strategies with many turning to cloud-based technology for all-round agility. Magnus Geverts at Calabrio shares his top tips for a smooth and successful transition to a cloud-first approach.

As economies recover following the Coronavirus Pandemic cloud-based contact centres will become standard – that’s the verdict of over 300 contact centre professionals when asked about the future of their industry. Even before anyone had heard of COVID-19, the shift was happening but the acute pressures of managing virtualised home-working teams while meeting rising customer expectations have accelerated the rate of change. The statistics are revealing: one in ten contact centres is now fully cloud-based, eight in ten are ramping up deployment of cloud-based software and an astonishing 39% either plan to invest further in the technology or take the final leap into the cloud, if they haven’t already done so.

These results reflect what our own customers have witnessed throughout the pandemic. Organisations which have relied on an on-premise solution have often struggled to cope with the dual lockdown pressures of increased customer demand and a new working from home (WFH) workplace culture.

3 key questions to ask

With greater demand for remote working and employee flexibility there is no better time to adopt cloud-based contact centre technology, however, here are three things to consider:

Why move to the cloud in the first place?

Cloud-based communications systems offer far more flexibility, resilience and security than traditional on-premises solutions, without the need to hire additional IT staff or invest in expensive hardware. Strengthening your business case for cloud should start with people, the bedrock of great customer service. Cloud-based workforce management (WFM) solutions offer far more flexibility than traditional on-premise solutions. Agent autonomy and self-service including shift trades, booking time off and obtaining overtime shifts are made easy using a mobile app or secure staff portal. Wherever agents, planners or mangers are based they benefit from access to WFM for greater control of often tricky WFH environments.

The latest cloud solutions scale up and down flexibly, making it easy to add new channels, services and users in an instant, thereby boosting productivity, customer loyalty and longer-term profitability.

Finally, as customer expectations rise exponentially, organisations are seeking new ways to differentiate themselves through customer service. Now is the perfect time to combine the cloud with advanced, omnichannel Voice of the Customer (VoC) analytics. The cloud facilitates fast and simple integration between these sophisticated tools and other important applications, including CRM, to capture vital intelligence inside and outside the contact centre and add context to customer conversations. When agents know why a customer is contacting them in the first place, can understand their mood and have sight of their complete conversation history, they are empowered to deliver a far richer, relevant and satisfying customer experience. After all, brands that go beyond the simple ‘what happened?’ to ‘why did it happen? will be the outright winners.

What should I look for?

As contact centres prioritise moving to the cloud and investment pours into the marketplace, organisations are spoilt for choice. Big names and well-established vendors jostle alongside the new disruptive kids on the block such as Amazon Connect, who are introducing exciting new developments. Choice is undoubtedly good, but it can be confusing for cloud novices. The best technology vendors offer a blend of rich features and functionality with a strong service mentality and long-term vision.

When choosing a new vendor, be guided by a checklist of key qualities. One of the essential ‘must-haves’ is a cloud first value proposition. This means one single platform that is purpose-built for the cloud rather than adapted from a legacy system and is designed to deliver a single unified experience. A good technology partner must enable a flexible transition to the cloud while maintaining business as usual (BAU) operations. Meanwhile, opt for a solution set that scales readily with changing customer and business requirements and delivers quick win features to maximize ROI.

What could go wrong and how to avoid the pitfalls?

One of the main motivating factors for moving to the cloud is it simplifies contact centre operations while reducing IT and administration costs. However, choosing the wrong technology and aligning with the wrong partner can do more harm than good. Unwise choices merely increase the time and number of headaches associated with manually integrating standalone systems and trouble-shooting end-user issues. Avoid the pitfalls of choosing the wrong supplier. Look for a partner with an innovative outlook, proven experience and technology that is customisable, but comes with basic out-of-the-box contact centre functionality as standard, is quick to deploy, easy to use and even easier to maintain.

Take the final leap into the cloud to enjoy the benefits of improved workforce flexibility, enhanced agent engagement and performance while gaining valuable insights across the contact centre and the overall business.


About Magnus Geverts:
Magnus Geverts is VP, Product Marketing and Management at Calabrio, formerly Chief Business Development Officer at Teleopti ahead of the Calabrio acquisition. He has more than two decades of experience in the Workforce Management and customer service space, working in a mix of roles, in RnD, consultancy and business development.

About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Shorten Your Recruitment Process

Read today's tip or listen to it on podcast.

Published: Friday, March 19, 2021

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2023 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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