My colleague Darryl kicked off the blog series sharing how modern contact centers have gone through significant changes over the years. These changes have been driven primarily by customers who expect more efficient and effective customer service through the channel they prefer, whether it’s phone, web, chat, email, or video. Darryl also touched on the impact of “cloud” in his blog and I would like to share some more thoughts with you on this topic.
“Cloud” continues to be one of the top buzzwords we hear in technology. Cloud computing, cloud-based solutions, cloud applications – it’s all about the cloud and the contact center is not immune. This is for good reason. Today’s cloud-based contact center solutions eliminate the expense of traditional on-premise contact centers. That means saying goodbye to large upfront investments, expensive maintenance, difficult upgrades, and managing multiple vendors. Most importantly, cloud solutions offer multi tenancy, scalability, and an agile delivery of features – providing customers and agents with the best possible experience.
But if that didn’t sell you, here’s a few other benefits of a cloud contact center solution:
Gone are the days when you ask the question “are we going to move to the cloud?” Now the question is, “when are we moving to the cloud?” This shift to the cloud is transforming the contact center and opening the door to the future of AI. Check back next week as we explore the future of the contact center.
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