Mistakes to Avoid When Moving Your Contact Center to the Cloud

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CIO

The contact center has traditionally operated through on-premises servers and software, but shifting it to the cloud can help CIOs improve the customer journey. Advances in artificial intelligence (AI) and cloud-based contact center-as-a-service (CCaaS) options now give enterprises more confidence that they can better deliver high-quality customer experiences. However, there are potential challenges around moving contact center services, especially if the business has spent years cultivating good relationships with its customers. For many organizations, even a 1% drop in the performance of an …

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