The Future Is In The Cloud: An Interview with Jeremy Payne

July 24, 20209min

Group VP of Marketing & Alliances at Enghouse Interactive Jeremy Payne took the time to discuss with Customer Experience Magazine why organisations should consider moving their contact centre to the cloud and what the common misconceptions are that people often have towards cloud contact centres.

Jeremy, tell us a bit more about yourself and the company you work for.

I have spent over 20 years in the software and services industry, working as a marketing leader within several blue-chip corporates across the globe. I am currently VP International Marketing at Enghouse Interactive – we are one of the biggest providers of customer contact solutions in the world, with our systems supporting over 1 million agents handling more than 1 billion interactions daily. I am responsible for the commercialisation of the company’s four key solutions of multi-channel contact centres, self-service, attendant operator consoles and workforce optimisation systems, across Europe Middle East and Africa. I am passionate about the need to continually improve the customer experience, and have presented about key market trends in this area around the globe.

Which communication channels do you consider as the most important?

There is no one size fits all answer here. The importance really depends on the market you are in and what your brand promise or positioning is – what do your customers expect from you? How can you make their lives easier, meet their needs and ensure a positive customer journey for each and every scenario?

For example, if you are a low-cost airline you will have automated as much as you can and probably pursued a digital by default strategy, creating digital services that are so simple to use that customers choose them every time. That means web self-service and social service are your key channels, supplemented by an “Email Us” form that acts as a backstop, but is also likely to be automated.

However, at the other end of the spectrum, take a private bank working with high net worth individuals. These customers expect the personal touch, so you will use a lot more face-to-face, phone and video conferencing channels to ensure you build and strengthen the customer relationship through every interaction.

Most businesses will sit somewhere between these two poles – leveraging a balance of human and machine-based channels, depending on the needs of their customers. Within this strategy, companies will look to drive intelligent automation to make the journey seamless, embracing the idea of digital by design, so using digital channels where it makes sense. The best approach is to start with the customer and their needs – always have human escape routes from automation when things don’t follow a normal straight-through journey.

How would you define a successful customer communication process?

Many studies have explored what customers really want, and most seem to conclude that effortless customer service is at the very core of customer needs. Essentially customers only have to invest the smallest amount of their time and effort to achieve their goals. This often means using predictive analytics to anticipate what the customer is likely to want to do with you next, which in turn involves breaking down silos and connecting teams across your enterprise – using technologies like Unified Communications to make sure the right employees and service specialists are available when and where you need them.

In order to deliver this seamless service, many organisations use a collaboration environment like Microsoft Teams, alongside a Teams-friendly contact and customer interaction management centre that handles all of the inbound inquiries, irrespective of the communication channels they originally came through.

What are the benefits of implementing a cloud contact centre solution? Why should organisations consider migrating to a cloud contact centre?

The recent global pandemic has really highlighted many of the benefits of the cloud, with a particular focus on the ability to allow staff to work remotely and flexibly, which has been vital to continuing customer service operations.

However, this agility is not the only benefit. With cloud contact centre solutions, organisations are able to scale up and down quickly and for many there is an attraction around paying-as-you-go and for what you consume, as opposed to a larger upfront cost.

You free up your internal IT staff and gain best-in-class security and reliability, as well as access to the latest innovations, such as AI, from your suppliers.

However, again, cloud is not right for everyone, as mitigating factors like the need for legacy system integration for example, may make an on-premise or hybrid solution a better fit for your needs.

What are the common misconceptions people have about cloud contact centres?

In my experience, there are several major misconceptions which can hold back organisations embracing the cloud. The first and probably largest is a concern about security and compliance (such as with the PCI process). Clearly, you are moving your data off-premise, but cloud vendors invest heavily in security and meeting the latest standards. And, because they are working with a wide range of clients they have the resources to develop deep specialisms and skills in security that would be beyond what a single organisation could build on its own. You can run processes such as PCI in the cloud, achieving compliance by putting the right security and auditing measures in place.

The second worry is around reliability and uptime. Again, providers have invested heavily in redundancy solutions to ensure that your service is always-on, something that isn’t always guaranteed if there are problems with on-premise solutions. Companies also worry that it will negatively impact their IT department and add to complexity if they want to integrate different solutions in the cloud. Nothing could be further from the truth – IT can focus on more strategic innovations, rather than simply supporting business as usual, while open application programming interfaces (APIs) and connectors make integration straightforward.

Finally, there is the concern that you have to switch completely overnight from on-premise. However, it isn’t an ‘all or nothing’ scenario – using a hybrid approach means you can move at your own pace, for example implementing new solutions in the cloud, while gradually migrating legacy systems as and when you want. Overcoming these misconceptions is vital if organisations are to realise the benefits of the cloud – for themselves and for their customers.

Still unsure whether to move your contact centre to the cloud?

Read this myth-busting eBook to get an answer to questions such as whether it is really safer to keep your data on-premises than in the Cloud.


Enghouse Interactive

Enghouse Interactive

Enghouse Interactive develops and supplies the widest range of customer contact solutions on the market. Through their global network of partners, supported by 16 international operations, they are helping thousands of organisations of all sizes, industries, and complexity to improve their service, productivity, and operational efficiency.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


male enhancement: premature ejaculation excersise rooster vitamins improve sexual performance super hard power sildenafil contraindication best erectile dysfunction pills clomid side effects male massive male plus pills vasodilator supplement peyronies device silagra vs suhagra herbal supplements definition how to ask your doctor for viagra 34 drive in best product for premature ejaculation walmart testosterone boosters teens like big dicks sex desire teenager penis size 7 1 2 penis ways to get a bigger penis how to get a bigger penis 10 in cock blue zeus pills sex pumps best cialis online guaranteed penis enlargement new ed pills male penis enhancement pills blue chew reddit pennis exercise ron jeremy pills size of average penis penis smell bad foods that boost testosterone level size up xl pills testotek at gnc medicines for erectile dysfunction penal pump best nitric oxide supplements gnc big penis experience erectile disorder definition sildenafil nitrate best pennis enlargement can erectile dysfunction be cured how to use a penis sleeve impotent man home remedy for erection yellow capsule pill man king pills amazon micro peni nugenix vitamin shoppe size on gnc list of types of extacy pills testosterone max reviews muscletech testosterone booster force factor side effects reviews how to increase blood to penis definition of male enhancement unhealthy penis

vape: lost vape orion escribe settings smok vape alien vape oil cartridges free cbd vape oil sample penis vape rocket pop e juice vape explosion statistics barco de vapor pico vape kit grasshopper vape make cbd vape oil triple 7 vaping volcano vaporizer temperatures skyblue vapor xhale smoke shop voopoo drag glass tube nike vapor knit super tank mini rba lowest vapor pressure cheap eliquids moisture vapor barrier snoop dogg g vape how to find vapor pressure of water voopoo drag adjust wattage tc vapor stores around me thc vape juice california pinoy ecig mods smoking youtube does vaping indoors stain walls best mod with uwell crown will vaping give you cancer heartburn from vaping vaping cervical cancer is smoking a vape bad for you voopoo drag nano pod system the truth vape best variable wattage mod smok vape price rda dripping drip tanks vape 220w mod e cig n vape smok rolo badge review vape charger theorem atomizer rocky mountain vapor best vape flavors yahoo answers coil winder ecig smok infinix pods amazon vaping coil resistance calculator eq by innokin is secondhand vape bad smok coming out from the bottom of xname grill uwell crown 4 mesh coils uwell cdrown combo rdta 2 uwell crown vape abnd top ten mods vape voopoo drag 2 dab tank coil stuck in smok tank

cbd oil: cbd oil austin cbd chewing gum cbd oil knoxville tn can cbd oil help arthritis cbd oil for nerve regeneration you needed cbd burlington vt cbd treats for cats not pot cbd gummies top of the line cbd oil quotes about cbd cbd affiliate program cbd vaping effects is cbd medical marijuana cbd in mexico clinical studies of cbd oil cbd for beginners cbd joint cream zurvita cbd oil cbd oil louisville ky cbd advertisement best cbd oil for pain not through amazon cbd oil for kidney disease how long cbd oil under tongue cbd drip how to use charlottes web cbd oil groupon can you put water soluble cbd under your tongue how to use cannabis oil cbd specialist acdc cbd flower for sale does cannabis oil have thc cbc drops c words to describe someone how to find the best cbd oil cross pens coupon where to buy cbd oil near me need information on cbd for joint pain compound meaning in science cbd oil drugs forum rh baby coupon fda cbd oil gay muscle bears is cbd oil legal in florida 2019 med shops advantage multi cbd oil for sale in colorado can i still but cbd oil does cbd oil help asthma cbd in ohio 2019 can you mix vape juice with cbd oil of mice and men facts will you test positive if using cbd oil cbd oil denton tx cbd oil for seizures in ct plus cbd capsules is a prescription required for cbd oil cannabis oil cures cancer harvard study cbd oil illegal in louisiana cbd oil illegal in what states

weight loss: weight loss dog food quick loss weight center houston keto calculator for weight loss phases of weight loss adele weight loss 2014 weight loss surgery tijuana nadler weight loss orangetheory weight loss results acai berries weight loss what are the best diet pills to take weight loss milkshakes body trim diet pills weight loss clinic orlando rapid weight loss kidney damage weight loss clinics utah dr oz forskolin diet pills is fiber good for weight loss dandelion root dosage weight loss weight loss okc weight loss pills at walmart that work laxatives weight loss results herbalife pills to lose weight unitypoint weight loss clinic weight loss cleanse detox guthrie weight loss center absolute weight loss griffin ga neurontin weight loss alcachofas diet pills best body cleanse weight loss dr oz diet pills forskolin weight loss and hormone chinese herbs for weight loss fleet enema weight loss any weight loss pills that work no processed food diet weight loss quick weight loss center humble texas weight loss operation new diet pills garcinia cambogia weight loss counters soylent diet weight loss weight loss detoxes chris christie weight loss surgery chia seeds weight loss recipes weight loss recipes indian weight loss centers newport news va pro ana best diet pills illegal weight loss pills uk fluvoxamine weight loss contrave diet pills water weight loss pills sletrokor diet pills diet pills forum phenterex diet pills can you buy diet pills under 18 best pharmaceutical diet pills diet pills in walmart quick weight loss center inc are potatoes bad for weight loss cla supplement side effects medicines for weight loss