Digital Transformation

Cloud adoption as a strategic decision in digital transformation

By João Safara

0 min read

Cloud Adoption Strategic Decision Digital Transformation

Organizations worldwide are now waking up to the advantages of moving to the cloud as a strategic decision, not only to keep businesses up and running, but also to boost performance, cut costs and enhance customer experience (CX).

For years, contact centers have run on-premises infrastructure, battling the difficulties of scaling operations or updating systems and tools whenever customer demands shift. On-premises architecture is known to be inflexible, expensive to maintain and challenging to modernize.

Adopting an open-architecture cloud model, on the other hand, is a great way to digitally transform your business. A pay-as-you-go approach allows you to move vital applications to the cloud without disrupting any operations. Let’s walk you through the vital aspects of moving your business to the cloud.


Operational agility is by far one of the biggest advantages of a digital transformation. Open-cloud architectures allow you to reconfigure and update systems as needed to meet shifting customer demands. Platforms hosted or built in the cloud mean that data and software are available anytime, anywhere, on any device. As such, you can easily bring in new agents and provide remote training and management to make sure you’re delivering the best CX possible.


Integrations with enterprise systems such as customer relationship management (CRM), enterprise resource planning (ERP) and other data-heavy applications are made possible through open-cloud architecture. You can work through real-time and historical data from a variety of sources in just a matter of seconds and without spending a big portion of your IT budget. This will allow your agents to have all relevant information on hand and maintain a steady beat when it comes to superior CX.


Last but certainly not least, meeting security standards is one of the many advantages of a cloud platform. With cloud-native systems, you can store data anywhere and meet geographical security regulations. Additionally, cloud platforms are built with artificial intelligence (AI) and machine learning (ML) algorithms that allow you to proactively and remotely track activities of your call center to detect any suspicious threats.

Our white paper Cut Costs in Your Contact Center by Moving to the Cloud: Four Steps to Digital Transformation outlines a variety of benefits of moving your customer support systems to the cloud to reduce costs while maintaining operational efficiency. Download it below and let Talkdesk support you in every step of your digital transformation.

Cut Costs in Your Contact Center by Moving to the Cloud

This white paper outlines the business case for a cloud-native contact center and provides a roadmap to successfully transition your operations to the cloud without disrupting your customer experience team’s ability to service your clients.

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João Safara

João Safara has extensive experience in content production and management, and enjoys balancing that with people-driven initiatives such as supporting diversity and employer branding. In his free time, you can find João surfing through crime novels, relaxing at the nearest beach or imagining ways to create a more equal and positive society.