Original Broadcast: Wednesday, April 3
An increasing number of Australian organisations are planning to adopt contact centre cloud solutions for their telephony and digital channel systems in the next 1-2 years. The biggest growth is expected to be in a hybrid solution, combining on-site, off-site and cloud infrastructure.
The feedback from users of hosted cloud solutions indicates compelling benefits: Globally, 81% say cloud has improved flexibility and 77% say it contributes to future-proofing their technology infrastructure. Other benefits include a reduced cost to serve and a more personalised and responsive customer experience.
However, many are held back due to concerns about security, cost over-runs, systems integration, the management of legacy infrastructure and leadership inertia. There is a lot of complexity and risk involved, but Cyara helps mitigate those risks with its assurance solutions, while accelerating development at the same time.
Steve Nuttall, Head of CX Research at Fifth Quadrant and David Inglis, CX Assurance Specialist - Principal Solutions Architect, APAC and ANZ at Cyara map out the steps and considerations for implementing a successful contact centre cloud migration.
Head of CX Research
CX Assurance Specialist