Category: Contact Centre Management
Published: February 2013
Contact centres worldwide are undergoing fundamental changes. They must handle multichannel communications across voice, email, web chat, text, and, with the advent of social media, new communications channels like Facebook and Twitter. Customers expect increasingly optimised, can evolve into a truly strategic asset that makes a vital contribution to achieving organisational goals-sales growth or reduced customer churn, for instance.
Organisations have a broad opportunity to re-think how their contact centre should function. This paper will first discuss cloud computing, consumerisation of IT, and the emergence of social media in driving the transition from traditional on-premises call centers to a superior model, the cloud contact centre.
Next, it will identify several examine how the cloud contact centre platform and cloud-based customer service applications effectively respond to the challenges that frustrate organisations using traditional call centres.
The paper concludes with a review of key steps involved in migrating to a cloud contact centre.
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