Deciding the right contact center solution for your company is a huge decision that will positively or negatively affect the entire enterprise. How do you know whether a cloud contact center solution is right for your business? If you answer yes to any of these 8 questions, a cloud contact center may be the perfect solution to better your business operations and outcomes.
Question 1 – Are you lacking a 360-degree view with all your Omni-Channel interactions and are these in a unified environment?
Webex Contact Center is a cloud omni-channel solution that allows you to communicate via voice, web, email, chat and social media from a unified environment. All contact center analytics are stored together, giving you real-time analytics and a 360-degree view on all customer interactions.
Question 2 – Are you falling short of hitting all your business objectives because your current tools lack the ability to enhance your workforce and fail to give you an understanding of what is happening with your customers and prospects?
Revolutionize the way you engage with your customers and turn your contact center into an asset with Webex Contact Center, a unified workforce optimization (WFO) suite including call recording, quality management, workforce management, real-time analytics and advanced recording that dramatically improves the agent and customer experience.
Question 3 – Is your contact center hardware aging or at the end of its life?
Webex Contact Center is in the cloud, alleviating the need to constantly upgrade your hardware. The Cloud allows your contact center to stay up-to-date at all times, and Veracity is the expert to help you migrate to the cloud far more cost-effectively than upgrading equipment and hardware.
Question 4 – Does your contact center lack a disaster recovery or continuity plan?
A contact center disaster recovery and continuity plan is essential to ensure an exceptional customer journey. Cisco’s Webex Contact Center powered by Veracity provides a cloud solution for your company with a disaster recovery and continuity plan required to compete in today’s highly competitive market.
Question 5 – Are you outgrowing your current contact center system?
An effective contact center must have the ability to scale as your business develops and grows. On-premise solutions struggle to cope with the changing needs and shifting marketplace demands. A cloud contact center solution automatically adapts to these changes and is often far more cost-effective to migrate to than trying to upgrade your current solution to meet the ever-growing demands.
Question 6 – Is your contact center’s capital expense high and operating expense hard to control?
With a cloud contact center solution, there is no need for costly equipment to maintain or upgrade because all upgrades are done in the cloud and these upgrades are included in the solution. This dramatically decreases your CAPEX and provides predictable costs that can scale with your business, seasonal peaks, and business needs overall reducing OPEX expenses.
Question 7 – Do you have concerns about your contact center security and compliance?
Cisco’s market-leading security expertise has implemented security and compliance into their cloud contact center to meet today’s security threats. With your contact center in the cloud, you can rest peacefully that future security threats will be addressed in a proactive manner.
Question 8 – Do you have challenges managing multiple contact center solutions?
Having multiple contact center solutions to manage all your contact center sites can become confusing and cause detrimental communication and collaboration issues between sites. Consolidating your solution into one cloud contact center provides many benefits including:
- Fewer applications
- End-to-End reporting
- Simplifies integration
- Up-to-date systems
- Consistent customer experience
Organizations of all sizes are making the transition to cloud contact centers. If you answered yes to just one of these questions, it could be time for your company to make the switch. To learn more about cloud contact centers and whether or not it’s right for you, contact Veracity Networks.