This is the fourth in a series on omni-channel contact center communications in the cloud. This post will focus on how to implement an omni-channel strategy. Have you been worried that an omni-channel strategy had to be implemented in one massive project? It turns out that isn’t the case. You don’t have to do the Read More
This is the third of a series on omnichannel contact center communications in the cloud. You may have been considering moving your on-premise contact center to a unified omnichannel contact center for some time. But moving is a big step – how do you know when the time is ripe? In this third part of Read More
This is the second of a series on omni-channel contact center communications in the cloud. Why would you want to migrate your call center to an omni-channel contact center? Particularly, why move to an unified environment in the cloud? What is it going to give you that you can’t get from your current on-premise system? Read More
This is the first of a series on omni-channel contact center communications in the cloud. Omni-channel contact center communications means more than offering multiple channels. It means sharing information between those channels, and using business intelligence to offer the customer the best experience in the channel they prefer, be it email, chat, voice, SMS, or Read More
This is the fourth of a series on migrating your call center to the cloud. Once you’ve decided there are definite benefits in moving to a cloud call center, it’s a good idea to plan out the process of migration. In this article we’ll explore best practices to migrate your contact center to a cloud contact center. Read More
This is the third of a series on migrating your call center to the cloud. While the many benefits of a cloud-based call center may be tantalizing, it isn’t uncommon for call centers to put off migration to a virtual solution until some issue forces their hand. While these situations may seem unfortunate at first, Read More
This is the second of a series on migrating your call center to the cloud. Are you experiencing the pain that comes with growth, the expense and hassle of maintaining an on-premise call center, or business performance issues? You may be at the point where you’re thinking of migrating your call center to the cloud. Read More
Migrating your call center to the cloud – first of a series of 4 With all the buzz about moving on-premise call center systems to the cloud, particularly with all the uncertainty regarding the future of the established on-premise vendors, we thought it would be helpful to create a blog series on the topic. This blog Read More
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