virtualisation &
cloud computing
Combat The Competition
Chris Streete, senior director of Cloud Solution, EA at Aspect Software explains why
an increase in cloud adoption could be critical to improving customer service.
T
he vast majority of brands
know that providing
an excellent customer
experience is no longer an
option, but a requirement
to compete and survive. Similarly,
as more brands seek digital
transformation practices and
continue to migrate more services
and practices to the cloud,
cloud computing is continuing
to provide customer experience
benefits that make brands stand
out from their competition.
Organisations are striving
to offer a customer experience
that has the flexibility to respond
quickly to changing customer
18 | July 2017
demands while controlling costs
and remaining competitive. As
cloud adoption rates continue
to grow, with it, continued
cloud adoption in contact
centre environments is critical,
as businesses cannot afford
to be left behind in the face of
increased customer expectations
for seamless and frictionless
engagement with brands.
Update and redesign
In our digital world, even the most
sophisticated contact centres
are still grounded in an outdated
architecture. This rigid and dated
technology has limited the ability
of many businesses to respond
effectively to customer queries in an
acceptable manner and timeframe.
By redesigning the customer
service department to take
advantage of a variety of SaaS
applications built on cloud
platforms, Customer Engagement
Centres (CECs) can provide
flexible service across multiple
engagement channels, all while
retaining the initial context of the
customer. With today’s customers
demanding more responsive,
flexible and personal experiences
when interacting with businesses,
companies need to plan how best