Cloud Tools Essential for Cloud Contact Center Success
Only 25 percent of all CCaaS operators surveyed are content with the performance of their contact centers. That is because some vital needs get lost in the inexorable transition from legacy to more complex cloud contact centers. But all is not lost.
From decades of experienceat leading CCaaS providers, Angel and Genesys, I saw firsthand the challengescontact centers face. CX was not delivering enough of the X and outcomes were far from their potential. Even decades later, enterprises still face similar challenges in leveraging digital transformation to achieve improvement in operations and customer experience.
The newly released study conducted by Forrester Consulting and commissioned by SuccessKPI has quantified it: Only 25 percentof all CCaaS operators surveyed are content with the performance of their contact centers. That is because some vital needs get lost in the inexorable transition from legacy to more complex cloud contact centers. But all is not lost.
Building Something New
SuccessKPI was built by a group of leaders inspired to build something that would address the evolving challenges faced by contact centers migrating to the cloud. We knew we needed to build something new for the entire CX industry. Something collaborative, virtual, and born in the cloud. And we also wanted to build something more: a transformational experience for both our customers and their outcomes, and for our own employees. Our core values shine through in the team we have assembled to solve problems for our customers.
CCaaS platforms have set the stage for an amazing next era. Their platforms help customers engage with end customers across multiple channels and improve how those interactions can get routed to the best agents. They also provide important reporting, but the built-in depth of insight and task automation requires deeperfocus to run an intelligent and efficient contact center. That is why top CCaaS platforms partner with companies like SuccessKPI which offers cloud-based toolsets, to augment and help customers not only move to the cloud but evolve and improve in the cloud.
The market has seen a notable increase in demand for systems that can support greater levels of sophistication in support of digital channels, self-service, interaction, and journey analytics, and artificial intelligence (AI) and machine learning (ML) to provide enhanced levels of automation and insight. However, CCaaS vendors’ support for these capabilities often lacks the functional maturity to meet customers’ demands. As a result, CCaaS vendors typically must rely on technology partners to deliver the depth of solutions that customers demand.
This is where cloud toolsets from partners like SuccessKPI come into play. Cloud toolsets not only fill in these analytics gaps but also enable efficiency, planning, and automation assistance to drive better employee and customer experience with high-level employee utilization.
Praphul Kumar, Co-Founder and Chief Product Officer of SuccessKPI
Future of Fully Optimized Cloud Contact Center
Today approximately 61% of contact centers have migrated to the cloud, according to Metrigy’s Customer Engagement Transformation study. It is only a matter of time before they all do, regardless of industry or market segment. That means they must be optimized to deliver the exponentially better results and efficiencies that were promised.
Ultimately, we are all seeking the truth – about our customers and ourselves. Amid the myriad data sources and ways to interpret them, a single source of truth must emerge for enterprises to reach their true potential. And a fully optimized cloud contact center analytics toolset is the key to discovery.
Cloud Contact Center Success (Forrester Study)
Conducted by Forrester Consulting on behalf of SuccessKPI, the commissioned study “The Frustrating Journey to Cloud Contact Center Success” indicates the move to the cloud has been a frustrating journey, and that cloud toolsets are essential to success in the cloud.
Praphul loves to build what’s next. He has a passion for solving customer problems by leveraging design, technology and data science in a SaaSy way. Praphul brings over 20 years of experience in Customer Experience, AI and Analytics space and held leadership positions in many organizations like Microstrategy and Genesys where he built and launched many products in the market.
There’s one area that doesn’t get as much attention when we consider the benefits of migrating to the cloud – and that’s the extraordinary leaps in real-time and historical reporting and the actionable insights that can be gained.