Scan the news and it won’t take long to uncover any number of massive corporate data breaches—Yahoo! being the most recent headline grabber. It’s almost commonplace today, with the Identity Theft Resource Center reporting—as of press time—a total of 725 total reported corporate breaches this year alone.
But the news isn’t all bad. For employee privacy protection company InfoArmor, these frequent breaches are an opportunity to help individuals and corporations protect valuable data and assets that would have otherwise been at risk. With the number of inquiries and corporate accounts growing fast, InfoArmor needed to streamline its contact center operation to handle the influx of new business without increasing the size of its agent workforce. The company turned to the cloud to make that happen.
Cloud Contact Center Makes Customers Feel More Secure
Privacy protection—particularly at the corporate level—requires constant monitoring and quick, actionable intelligence. Considering the amount of scanning and communication required throughout this process, InfoArmor needed a contact center that could match its 24/7, on-demand requirements and become a competitive differentiator.
Prior to shifting to the cloud, the company managed disparate support applications across its service organization. It was a struggle to manage multiple vendors and technology platforms, as well as disconnected customer communications. After reviewing several options, InfoArmor chose the Genesys cloud-based contact center solution.
The Ability to Scale—While Maintaining Compliance
Before moving to the cloud, InfoArmor had limited reporting and analytics abilities, so it was very difficult to make data-driven decisions that could improve customer service. What made it even more difficult was that its legacy phone system couldn’t scale to keep up with growing demand. That proved to have an enormous impact since contact center demand would fluctuate upwards to 50% depending on new customer onboarding, timeliness of security breaches, or any other widespread cyber threat. The cloud allowed InfoArmor to quickly analyze contact center data, streamline operations, and ramp up support coverage in ways it couldn’t before.
The cloud also provided the kind of security that this particular business demanded. For an employee privacy-protection and threat intelligence company, data security and Payment Card Industry (PCI) compliance is a huge deal. The Genesys cloud-based solution that InfoArmor chose is the only one in the industry that fully complies with PCI Data Security Standard (PCI DSS) 3.0 Level 1. As a result, InfoArmor enjoys the most robust customer experience (CX) infrastructure available that’s stable enough to protect the company’s brand at the highest level. It’s a compelling success story, and one all contact center professionals should check out.
Accelerates Time-to-Value Across the Board
InfoArmor isn’t alone in moving its contact center to the cloud. A growing number of smart companies realize that adopting a contact center as a service can drive significant cost savings, increase operational efficiencies, and reduce total cost of ownership. But beyond dollars and cents, many contact center professionals understand that successful customer engagement is about delivering connected, seamless CX across multiple journeys and channels. Whether customers choose to connect by phone, email, social, web chat, mobile apps, video, or any other channel, the cloud puts you in a position to build lasting relationships by offering immediate, informed, and responsive communication.
Lay Out a Plan Before Moving to the Cloud
Clearly, any move that impacts a vital business process shouldn’t be taken lightly. Whether your organization is just starting to think about moving to a cloud contact center or considering upgrading to a more robust offering, it helps to have a specific plan in place. Our white paper, “Three Keys for a Successful Move to a Cloud Contact Center,” describes key factors to consider when moving to the cloud, including:
- How to build a business justification to convince your organization to make the switch
- Tips on what to expect during the transition
- How to create a realistic post-deployment assessment after the first 90 days
Every business is different, but this paper serves as a good blueprint to ensure a successful move to a cloud contact center, from discovery to post-deployment.
Learn about the InfoArmor Move to the Cloud First-Hand
Genesys and Doug Kaplan, Director of Customer Success at InfoArmor, presented on the webinar, Three Keys for a Successful Move to a Cloud Contact Center. Watch this webinar on demand and hear Doug’s real-world experience of migrating his contact center to the cloud as well as the kinds of cost, scale, and agility advantages he derived. If you’re looking for guidance on how to justify, set expectations for, and ultimately make a successful move to the cloud, then you’ll want to watch this webinar.