Customer ExperienceAt Genesys, we’re always looking for new ways to help our customers improve the customer experience. As we recommend new approaches, we keep coming back to a word that just seems to fit: cloudification.  At a high-level, we define cloudification as moving all services to the cloud, so business-critical applications and information are accessible from anywhere and on-demand.

According to a recent report from DMG Consulting, less than half (45.6) of the organizations that are not yet using cloud-based contact center solutions are planning to move in this direction in the next 18 months. While moving everything to the cloud has been a topic of conversation for several years, the reality is that cloudification is still fairly new for many businesses.

The hesitation to move to the cloud is understandable – there are existing investments to protect, employees are trained on applications and processes that are already in place, and some CX professionals have concerns that any new system could do more harm than good.

If you’re considering the move to a cloud contact center, but have yet to take that final step, below are three benefits that we consistently see when companies embrace the cloud:

  1. Inspires champions of the customer journey – Customer analytics empowers organizations and employees to provide consistent, seamless and personalized customer experiences. With a comprehensive view of the customer, the business gains valuable insights and a deeper understanding on how to improve each and every customer journey, while giving your agents and employees the relevant information they need to deliver a great customer experience every time.
  1. Unparalleled agility – Today’s businesses need to be able to evolve with organizational and customer demands. Whether it’s anticipating a spike in sales or responding to a crisis, a cloud-based customer experience solution gives businesses the agility to quickly allocate resources and engage with the customer on the channel of their choice. Cloudification also provides cost flexibility by eliminating CAPEX, allowing companies to deliver great customer experiences without the upfront investment.
  1. Competitive advantage – Today, organizations need to quickly adapt to a changing customer or competitive environment. Cloudification enables companies to rapidly improve the customer experience by adding new functionality and support for new channels like social and mobile – quickly and easily – helping you stay ahead of the competition.

As a bonus, the greater standardization of cloud deployments additionally provides a faster implementation cycle (time to value), a more issue free environment (quality), and a lower implementation cost.

A well thought out customer experience strategy requires a holistic approach that is aligned with customer and business needs – and spans all customer channels. Cloudification allows businesses to do just this!

If you’d like to learn more about whether a cloud contact center can work for your company, view our on-demand webinar titled, What are the Top Five Considerations When Choosing Your Contact Center Solution: Cloud, On-Premises or Hybrid? We’ll help you choose the right deployment model for you.

Paul Segre

Paul Segre

Paul Segre is the chief executive officer at Genesys. Since taking on this position in 2007, he has led the company to consistent yearly double-digit growth and revenues of approximately $900 million. Paul joined Genesys in 2002 as chief technology...