Cloud Tools Essential for Cloud Contact Center Success

From decades of experience at leading CCaaS providers, Angel and Genesys, I saw firsthand the challenges contact 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 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.

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 deeper focus 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.

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.