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Moving to the Cloud

contact centre choice

Cloud v on-premise: why it’s a matter of contact centre choice

By Contact Centre, Deployment Options, Moving to the Cloud

No two organisations are the same, meaning their contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud, with many contact centres deploying Contact Centre as a Service (CCaaS) solutions. However, the cloud isn’t necessarily right for everyone. Some organisations have strong reasons to retain their systems on-premise. Alternatively,…

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How to pick the right CCaaS vendor

How to pick the right CCaaS vendor

By Contact Centre, Moving to the Cloud

Contact Centre as a Service (CCaaS) platforms deliver new customer service capabilities, improving both efficiency and the customer experience. In a fast-moving market, you don’t want to become locked into a provider that falls short of your expectations. To reap the full benefits, you therefore need to choose the best CCaaS vendor to capitalise on the advantages offered. How can…

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customer service budgets

Why cutting customer service budgets is a false economy

By AI & Automation, Contact Centre, Customer Experience, Moving to the Cloud, Voice of the Customer (VoC)

Most companies are now finalising their customer service budgets for 2024. However, given the economic downturn, there’s likely to be more pressure to look for ways to reduce spending. Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost centre rather than a source of competitive…

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CCaaS business case

Building a CCaaS business case

By Contact Centre, Moving to the Cloud

There is a growing momentum in the adoption of cloud-based Contact Centre as a Service (CCaaS) solutions. However, at the same time, economic conditions are increasing pressure on contact centre budgets. To get your CCaaS project and investment signed off you therefore need to create a compelling business case. Following these six steps maximises your chances of getting your project…

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Agent experience

How technology can improve the agent experience

By AI & Automation, Contact Centre, Customer Experience, Hybrid Working, Moving to the Cloud, Unified Communications & Collaboration

Providing a high-quality agent experience benefits both contact centre employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave. However, traditionally contact centres have struggled with the agent experience. Much of this is down to the nature of the job. On top of having to help customers with…

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Omnichannel CCaaS

The Rise of Omnichannel CCaaS: Delivering a Seamless Customer Experience

By Contact Centre, Customer Experience, Moving to the Cloud

Customers, more than ever, expect an omnichannel experience. They want the convenience of being able to move seamlessly between different digital and human channels. One of the most effective ways of supporting this is deploying an omnichannel Contact Centre as a Service (CCaaS) platform to underpin current and future needs. BT’s latest Autonomous Customer 2023 research highlights the growing demand…

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How to speed up customer service success with CCaaS

How to speed up customer service success with CCaaS

By Contact Centre, Moving to the Cloud

Contact Centre as a Service (CCaaS) technology delivers multiple benefits. The best known are the ability to drive cost savings and improve the customer experience. However, CCaaS delivers much more. Less well appreciated are the ways that its flexibility and agility allow companies to quickly access new opportunities that weren’t previously feasible. The rapid pace of change in business and…

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Benefits of CCaaS

6 ways that you can reap the benefits of CCaaS

By Cloud, Contact Centre, Moving to the Cloud

Harnessing the benefits of Cloud Contact Centre as a Service (CCaaS) solutions helps customer service teams overcome a wide range of pressing challenges. They can improve the agent experience, increase productivity and efficiency, and deliver a better customer experience. If you face any of these six pain-points in your contact centre, CCaaS could well be the answer to your problems….

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Customer service within local government

Why investing in technology is essential for customer service within local government

By AI & Automation, Customer Experience, Integration, Local Government, Moving to the Cloud, Self Service

Customer service within local government remains a priority as councils aim to meet the changing needs of their citizens. However, data from the Local Government Association suggests that councils will need to spend an additional £2.6 billion per year just to maintain services at their current level of accessibility and quality. This enormous funding shortfall potentially impacts everything that local…

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What is CCaaS

What is CCaaS and how does it improve customer experience?

By Contact Centre, Moving to the Cloud

With customer experience now vital to business success, organisations need to go above and beyond to ensure they are delivering on expectations. This is why more and more organisations are investing in Cloud Contact Centre as a Service (CCaaS) solutions. Globally, the CCaaS market is projected to treble in size from $4.87 billion in 2022 to $15.07 billion by 2029….

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