Contact Center in the Cloud
The modern age of customer experience requires organizations to ensure that the journey of their engagement across any channel and device is orchestrated effectively. Organizations, no matter if they are focused on inbound or outbound interactions, have relied on contact centers to fulfill operational and revenue objectives. Now, the utilization of cloud computing has enabled a new generation of applications and technology to more easily support this imperative through products that in the recent past had to be purchased and installed in an enterprise.
Contact centers are transitioning their essential infrastructures from on-premise technology to cloud-based platforms. This shift has been under way for more than a decade, but has reached a tipping point — there is now an assumption among technology suppliers and buyers that the cloud is the fundamental delivery mode for interaction handling, agent management and other operational processes around customer service and support.
The challenge in providing business continuity required new investments that enable organizations to respond rapidly to dramatic changes in interaction volume and staffing crisis that saw agents required to work from home.
This transition has not been easy for vendors or the organizations that rely on their products. The 2020 pandemic increased the adoption of cloud-based contact centers and applications used by organizations. The challenge in providing business continuity required new investments that enable organizations to respond rapidly to dramatic changes in interaction volume and the staffing crisis that saw agents required to work from home. Even with plans for a return to work, organizations are looking to continue supporting more hybrid-operated contact centers.