There’s No Need to Compromise When Moving to the Cloud
Organizations of all shapes and sizes are
beginning to understand that the era of the connected customer is upon us. As
technology becomes a larger part of our everyday lives, customers now have
access to an increasing amount of channels. According to the Total Economic
Impact Report of NICE inContact CXone by Forrester Group, “It is vital that
enterprises have the ability to scale according to need, be driven by data, and
proactively interact with customers on any channel.”
Customers with more channels, knowledge, and
digital experience have high expectations from the organizations they choose to
connect with and organizations need the right infrastructure to keep up with
these changing customer experience landscapes.
Increased customer connectivity has led to the
need for seamless, cohesive solutions that create a holistic customer
As organizations look forward to tackle the
increase in customer engagement complexity, an increasing amount of
organizations are turning to the powerful touch of cloud customer experience to
avoid customer attrition and achieve new levels of customer experience.
When moving your contact center to a cloud
platform, there are multiple factors to consider to be adequately equipped to
seamlessly receive, respond, and react to customer needs on one unified and
Don’t compromise with old generation platforms. Moving to the cloud means adopting new systems and methods for
customer experience - and leaving outdated platforms behind. Older platforms
are incapable of providing the functionality necessary to support growth,
change, and interaction between different departments, solutions, and
customers. A cloud platform has the full range of benefits and communication
channels that are necessary to meet the needs of rising customer experience
standards in contact centers.
Don’t compromise on scalability. In the cloud, the sky is truly the limit. Full scalability is
fundamental for organizations and enterprises in order to respond effectively
to the changing landscapes of customer experiences. The elasticity of a cloud
platform allows you to scale up and down, as your business needs change, with
no interference to your business processes.
Don’t compromise on the real thing. Cloud software should be just that - solutions built precisely
for optimized cloud usage. A strategic move to a cloud native platform is
essential for organizations that want full implementation and integration of
cloud features that work seamlessly together to interconnect all customer
experience processes within the cloud. In order to react efficiently to
customers and offer streamlined experiences, cloud infrastructure should be
unified and built for cloud.
Don’t compromise on a platform that adapts
quickly to your needs. Organizations need
solutions that can keep up with changes that need to be made - internally and
externally. The changing reality of contact centers results in numerous
systems, channel interactions, employee and customer needs, etc. By moving to a
cloud-based platform, organizations can utilize the quick adaptability and
automated processes that the cloud offers with little to no deterrence to
productivity whether you add 500 new seats or if there’s a malfunction in a
Don’t compromise on a unified platform
throughout your organization. Integrating and
onboarding different software solutions and service providers for separate
needs should be a thing of the past. In order to avoid any lapse in customer
retention and experience, your organization needs to function as one holistic
system by migrating to one unified cloud platform. The seamless communication
that a unified cloud platform offers results in increased productivity,
compliance, and customer satisfaction.
Don’t compromise on functionality. By moving to the cloud, organizations have the advantage of a
complete set of cloud contact center solutions. The centralization of cloud
elements under one platform combines the capabilities of cloud features for
full flexibility between channels and departments, information flow, and
cohesive customer experience.
The cloud is not the future - it’s the present.
CXone, the only fully-integrated and open cloud
contact center platform, combines the industry’s leading omnichannel routing
with the foremost technologies to be the world’s leading customer experience
platform. The cloud-based platform unites contact centers with a complete
enterprise-grade suite which includes best-of-breed CX applications including:
omnichannel routing, analytics, artificial intelligence, and workforce
optimization. As customer experience expectations increase, it is important to
equally be available to your customers and respond effectively for the overall
success of your organization.
A migration to the cloud will prove to be a
smart decision for organizations moving forward. NICE inContact CXone offers an
easy and flexible way to transition to a cloud customer experience platform.
Based on your pace and business needs, the shift is gradual and is guided by
phases that result in a full cloud migration. A concluded transition will
result in a full range of benefits and scalability to better respond to
Find out more about NICE inContact CXone