Many digital transformation strategies center on improving the customer experience (CX). Whether that’s supporting the shift to a buy-from-home economy or incorporating AI to deliver cost savings, efficiencies, and new opportunities to the organization, industry leaders are now viewing contact centers as a strategic asset with untapped potential. Not surprisingly, the path to CX improvement and contact center modernization goes through the cloud.
But making the transition to contact center as a service (CCaaS) involves more than simply signing on to a service provider and shutting down old systems. It’s important to understand the challenges and benefits of cloud contact center migration and adoption—including implementation methodology, workflow, and best practices—to achieve speedy activation, minimal disruption, and high overall satisfaction.
In this playbook, you’ll learn about:
- Why cloud is the best path forward for contact centers.
- The top 5 pitfalls to avoid when planning a migration to the cloud.
- Implementation best practices to minimize disruption in the contact center.
- How to track the success of a cloud contact center implementation.
