THE CLOUD CAN GET YOU THERE

MOST COMPANIES AREALREADY IN THE CLOUD…

TODAY’S CUSTOMERS EXPECT MORE

…AND THEY START INTHE CONTACT CENTER

FIVE TIPS FOR A SUCCESSFULTRANSFORMATION

HOW TO SELECT A PROVIDER

FOUR STEPS TO MEETINGYOUR USERS’ NEEDS

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Is your IT Team Ready?Help your employees leverage advanced,

omnichannel capabilities to gather, analyze and act on customer intelligence in real time to

transform the customer experience.

Source: Frost & Sullivan Global Survey of almost 2,000 IT Decision Makers.

Source: Frost & Sullivan Global Survey of almost 2,000 IT Decision Makers.

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To enable digital transformation in the contact center, IT executives must advocate for and acquire a complete suite of communications and contact center applications and services.

50% of theirbusiness applications off their premises.

of companies havedeployed at least some of their enterprise IT applications in the cloud

Fast Accessto Information

ImmediateProblem Resolution

On Any Device

From AnyLocation

From AnyApplication

At Any Time

The cloud offers a

variety of benefits

Work with LOBColleagues toIdentify ProcessChanges and Goals

Benchmarkyour CurrentInfrastructure

Locate theTechnologyGaps

Make a Planfor Action

Be clear about the value of each channel

Consider a single,all-in-one solution

Re-focus staff to supportnew channels and advanced data analytics

Train agents on thenew systems

Assign a leader to help drive a customer-centric culture across the organization

A cloud-basedapproach can

enable digital transformation quickly cost

effectively

Quick and easy deploymentAn operational vs. capitalpayment model

Built-in businesscontinuity/disasterrecovery

Up-or-downscalability

Flexibility

Simpler managementand support

Access to new capabilitiesas soon as they are needed

36% 50%

With the largest group moving as much as

Organizations that have already moved their customer-focused apps to the cloud

of organizations expect to movein the next three years

A single platform makes it easy for agents and other users to learn and use the software, and enables a seamless customer experience across all channels, regions and time lines.

Service reliability should be guaranteed.

Easy integration lets you leverage your back-office applications and get a 360-degree view of the customer.

Fast, simple deployment is critical for getting new agents up and running, adding advanced features and updating existing ones, and expanding into new regions and markets.

Flexible payment options let you decide the best way to cover the costs of services.

Bullet-proof security is table stakes for any enterprise IT implementation.

An agile development model lets developers build an integrated suite of independent application services, making the entire system more reliable: when one service fails, the rest don’t go down with it.

A robust portfolio of features and capabilities will allow you to arm your agents with the tools they need today and well into the future.

90%

another

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ComplimentaryAssessments

PrescriptiveUse Cases

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