Ahead of Enterprise Connect 2019, we’re looking at some of what we expect to be the big talking points at the event.
If you happen to be attending, you can book a meeting with our team. See you there!
The growing need for improved Customer Experience (CX) has created a ripple effect around what makes for the right type of cloud communications deployment. Namely, do you build a platform internally, or buy it off the shelf?
A New Standard of Customer Experience
Consider today’s newer businesses and how they provide personalized engagements for their digital-native customers with amazing CX:
- Airbnb vs a major hotel chain
- Monzo vs a high street bank
- Uber vs a local taxi company
- Deliveroo vs a restaurant’s takeaway service
In these cases – and in many others – the revolutionary experiences customers are getting comes from the utilization by these bleeding-edge enterprises of cloud-based communications technology.
Not only that, but the experiences are creating new touchpoints with customers that make it easy for them to get support whenever and wherever.
These digital-native enterprises are leading the way in elevating CX to become mission-critical. But it’s something that all enterprises need to consider, whether they are operating in the cloud already or planning out and deploying a digital transformation strategy to get there. To stay competitive, businesses need to think in terms of “owning” CX, and treating it as a core competency. And at the heart of CX lies the contact center, which enterprises are beginning to realize is just too important to outsource or offshore.
Unbundling Your Comms
Premises-based contact centers provide limited options to build and typically lock you into expensive and inflexible proprietary platforms. Off-the-shelf cloud contact center solutions bring plenty of benefits in terms of flexibility and pricing.
But by separating your communication apps from the underlying voice infrastructure, you can create a middle ground where you essentially “buy” the core infrastructure – maximizing cost savings while ensuring full compliance for the long-term stability of service – and then you can either “build” or “buy” the applications that drive your CX.
It’s what we call the Communications as a Service (CaaS) approach. And it requires sourcing communications as a service, from a provider that can integrate with any off-the-shelf or proprietary cloud platform.
This reflects the hybrid approach many enterprises are choosing to take with the cloud. With the most mission-critical applications remaining premises-based, and applications that are less sensitive or complex moving to the cloud, allowing them to be easily distributed across the organization, at a lower cost to IT.
Getting “Ready” For the Cloud
Many businesses are finding this to be an effective strategy for leveraging the cloud, and it’s the direction we think contact centers should be moving towards. But very few contact centers are that “ready” for the cloud to be able to properly support a global customer base. Which is where we come in.
In our latest Ebook, we delve into the different strategies available to you once you decide to move your contact center to the cloud and explain how a CaaS approach gives you the best mix of cost saving and control over your comms so you can deliver:
- 45% cheaper communication costs and new revenue-generating opportunities
- Omni-channel marketing initiatives that deliver improved CX
- New functionality for products and services