Why a Cloud Strategy Has Become Today’s Unsung Hero

September 3, 20206min

Digital transformation agendas have been accelerated in both public and private organisations, where innovative cloud solutions have quickly been adopted, making a cloud strategy the unsung hero in the fight against COVID-19.

It is no secret that the pandemic has already exacerbated the struggles of brick-and-mortar sellers while digital sales are booming. And now, in an effort to stay competitive in online sales, cloud services have become even more important for organisations.

As more organisations recognise the value of having CX solutions ready-to-scale in the cloud we are seeing new technologies and opportunities such as AI changing how we deliver those services.

Recently we had the opportunity to speak with CISCO’s Kevin Ferrell in our webinar on how to address common challenges facing cloud migration in the contact centre space. Here are the 3 key strategies that we discussed:

1. Orchestrate the entire CX journey

Traditionally, contact centres have focused on how to optimise customer interactions only once the conversation has started. However, innovative customer experience organisations have moved beyond a narrow channel focus, into proactively engaging the entire customer journey.

Think of it as customer centres, not contact centres. In this space the customer journey is usually well underway before an agent is reached, be it defective products, emergency questions, or feedback on prior service. Leaders need to consider in a broader sense how to orchestrate this end-to-end journey.

Customer journey orchestration is not something that you do after you move to cloud, it needs to be understood well before to help inform and influence the cloud design. Leaders need to ingest, analyse, and fine tune customer interactions to become increasingly proactive and knowledgeable.

One of the initial benefits within journey orchestration is the ability to monitor customer behaviour to perform pre-emptive and proactive services as opposed to the responsive service you see today. Anticipating and detecting needs before they even happen can help reduce the volume in the contact centre while also reducing the overall effort on the customer and agent side.

2. Make CX effortless through digital messaging

It is time to redefine digital channels. This platform is no longer confined to chatbots or webchat, it has evolved into myriad communications including text, asynchronous messaging, and video. These are the channels of choice for several demographics and all in the cloud.

It is also all asynchronous, all in one place. Customers now expect you to meet them on their terms, in their own time. That is why enabling customers to communicate with agents this way has made the digital messaging channel a much richer and candidly more convenient channel than traditional voice or webchat.

Cloud is the key to unlocking its potential even further. With digital messaging in the cloud, organisations can handle hundreds of thousands of contacts in a day. It is quick to turn on and quick to scale.

It also adds value to the employee. With many contact centre agents working from home due to COVID-19, digital channels are more conducive to a work-from-home environment for employees who may not always have a perfectly quiet environment, especially with home schooling. For many, digital messaging enables a conversation to go beyond background noise.

Interactions are also a better experience when both parties are familiar with the channels they are using. Digital channels are so prolific in everyday life for customers and agents that it has become a comfort zone.

3. AI is the game-changer for true digital experience transformation

Once you have proactively orchestrated the customer journey and connected to digital channels you must ensure that it does not overwhelm your agents. That is where artificial intelligence comes into play.

Many contact centres have tried to create an effective, digital self-service approach, but are unable to significantly reduce voice interactions. AI has changed that in the cloud space.

AI enables you to not only meet customers in the digital channel, but also immediately deliver assistance instead of asking the customer to wait in queues. You can identify a customer in a moment of need, and immediately serve them in time.

Typically, a lot of processing power is needed to run AI. But as a cloud consumer you simply turn on the AI capability and start to focus on where it fits in the entire customer journey. It is part of optimising your agents and making every party’s experience as effortless as possible.

Embark on your cloud journey

Your customers want to be on the receiving end of effortless experiences and the technology to deliver it is there for the taking. But if you have a fragmented cloud strategy, creating effortless experiences will be nearly impossible.


Wayne Kay

Wayne Kay

Wayne Kay is Regional Vice President of Sales EMEA at TTEC.




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 Advertising and Guest/Sponsored posts:
jovana@cxm.co.uk

For Masterclass enquiries:
danilo@cxm.co.uk
Tel: +44 20 86386491

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


zoloft decreased libido average size erection is forhims legit no testosterone can i take viagra every day best price for viagra 100mg kamagra oral jelly review natural sex supplements penis enlargement supplement cialis versus viagra things to make your dick bigger growth hormone boosters best legal testosterone booster penis increase exercise instarect reviews best foods for ed wild sex pills maca root dangers bravo capsule side effects best supplement for blood flow burro sex sickle cell pictures how much does a plastic surgeon make searching for penis penis age deformed cocks whats viagra for best sex snaps pictures of erect penis what vitamins increase blood flow penile gland does jelquin work tongkat ali walmart acoustic wave therapy for ed reviews amazon testosterone booster boost beast nugenix test booster what drug is this blue lightning pills how to improve stamina in bed phosphatidylserine amazon andro 400 cvs triceratops 5 male enhancement best male enhancement

cbd oil 600mg 5 lox inhibitor benefits hemplucid cbd reviews healthy hemp miracle cbd oil reviews cbd dropshipping companies cbd chemistry ocb drug cbd oil company reviews i don t know anything at all cbd bone growth cbd oil vape 3500 mg green machine cbd pods can i put cbd oil in my vape cbd oil ky you needed can you take cbd oil with antidepressants how often can you take cbd oil what cbd good for controversial news articles 2018 benefits of cbd oil on skin cbd oil relax guest houses in pretoria cbd natural vitality cbd oil good cheap restaurants in sydney cbd shipping company in cbd belapur blunt effects spray how much cbd oil for cancer huntingtons disease cbd oil restless legs nerve full free what does it mean when delta g is negative gummy bear in trap can cbd oil heal cancer cbd union nj cbd nicotine vape juice cbd oil bulk sale cbd oil for libido cbd oil ventura county cbd chews what is the best vape pen for cbd oil death valley nut and candy co blue razzberry cbd oil folium cbd

daily vape deals vaping studies 2015 how to make hash oil for vape isle of vape vape centric can you vape water vape goat prince max mesh coil vape pen ego gns vapor serrano vape watermelon kiwi vape juice the vapor e cigarette starter kit price comparison weed vapor pen vape sample pack ajs vapor how many grams of nicotine are in one cigarette vape juice label size sense e cigarette what miligram of cbd from vape juice is best uwell crown 3 rba section best voltage for vaping ecig for sale why are people getting sick from vaping best nicotine vaporizer 2015 vaping nicotine withdrawal vision spinner 2 manual watt vape chart durban poison oil cartridge smok vapepen 22 get your dog buzzed with a ecig pen style e cig is 3mg nicotine a lot vaping product variable mods kanthal wire pack nike vapor untouchable white smok prince coils mesh green roads cbd vape juice uwell crown 4 glass size smok stick vs voopoo vape stick ziggy vape juice

red wine and weight loss accelerator diet pills gabby sidibe 2016 weight loss st francis weight loss center physiology of weight loss maria callas weight loss before after ian mcneice weight loss weight loss doctors nyc nrf technology weight loss reviews weight loss acai berry pills hot tub weight loss are there any real weight loss pills weekly workout routine for weight loss superfood weight loss weight loss plan for teenage guys where to buy forskolin for weight loss 5 hour energy weight loss vlcd weight loss does topiramate cause weight loss skinny pills diet weight loss clinic sevierville tn period weight loss best weight loss supplements 2017 can probiotics cause weight loss weight loss pills covered by insurance ovarian cyst weight loss keto diet pills matcha green tea weight loss results hellfire diet pills 30 pound weight loss plan metabo garcinia diet pills tucson medical weight loss la cholla hd diet pills reviews vegetables diet for weight loss pills to lose weight in 2 weeks really fast weight loss pills quick natural weight loss remedies topiramate weight loss reviews how to juice diet weight loss water pills quick weight loss signs of fat burning in urine morning exercise for weight loss garcinia max natural pills for weight loss