Although many businesses have made the transition from legacy, on-premises contact center systems to cloud-based solutions, there are plenty of others that have yet to tackle the goal of modernization. While it makes sense to maximize existing infrastructure that supports current service goals and objectives, the benefits of transitioning to the cloud are increasingly outweighing any advantage of maintaining an outdated on-premises system.
Your Customers Drive the Need for a Cloud Contact Center
Today’s customers are mobile and expect fast, personalized service. They prefer to use self-service and are turning to Facebook, Twitter, and other social channels when they need assistance. According to the Dimension Data 2015 Global Contact Centre Benchmarking Report, social media has become the first contact choice for Gen Y consumers. In other words, the customer experience (CX) is dramatically different than a decade ago when it was primarily managed via voice channels. Yet, three out of five contact centers have no capacity to manage social channel interactions, and voice-centric systems don’t effectively support digital customer engagement.
One of the key reasons to consider a cloud-based solution is to support new digital channels and increased social media engagement, along with enabling new mobile interaction capabilities. For a business with an on-premises system, deciding to move to the cloud can make the difference between offering fractured customer journeys on multiple channels and providing seamless omnichannel engagement that delivers low-effort, personalized interactions.
Flexibility to Support Your Contact Center Today and Tomorrow
Another very important benefit of a cloud contact center is the flexibility it offers as a business evolves and grows. Unlike an on-premises system that limits size and capabilities, a cloud solution offers seamless integration with applications and channels, as well as scalability to support future growth.
Interestingly, the biggest hurdles to contact center modernization often revolve around flexibility, the ability to integrate, and the associated costs to create the required architecture. While these challenges are very real, the shift to digital and its impact on the contact center cannot be overlooked. In the Dimension Data report, nearly 90% of businesses believe their voice-centric systems won’t meet their future needs, and many are already experiencing serious challenges. This is perhaps why more than a third of contact centers not using cloud solutions are considering a switch in the near future.
For some businesses, the process of modernizing contact center capabilities will lead to a hybrid solution, blending cloud architectures with legacy technologies. Although these solutions require some amount of integration, they do offer benefits over just maintaining status quo and often serve as a stepping stone on the path to delivering a completely connected, omnichannel experience.
Leading the Way in Cloud Innovation
When it comes to cloud contact center solutions, not all vendors are created equal. Cloud technology is evolving rapidly, and only the providers that have a strong commitment to innovation and significant investment in R&D are positioned to offer best-in-class solutions.
At Genesys, we’re investing more than $100 million each year in technology advancement and continue to make advancements that speed deployment, improve performance, and maximize return on investment (ROI). Named a leader in the 2015 IDC MarketScape for Worldwide Contact Center Infrastructure and Software Vendor Assessment, we are proud of our highly rated solutions and our ability to bring new technologies to market. It’s our commitment to innovation that helps us provide the most advanced contact center solutions to over 4,700 customers worldwide.
Are you concerned that your current solutions provider doesn’t have a clear roadmap to support the current and future success of your contact center? It may be time to consider an upgrade that will elevate your CX with omnichannel capabilities while improving your operational costs and return on investment.