If your business is still locked into legacy contact center technology, chances are you’re feeling the pain of that system’s limitations and pitfalls. From challenges implementing new channels like SMS or WhatsApp, to making simple but important changes to your phone tree, to integrating cloud-based solutions, it can often feel like the technology is working against you, not for you.
Contact centers, though, are changing. Building a cloud-based one is easier than ever thanks to the power of APIs to drive modern communications.
From a business perspective, cloud-based contact centers are a worthwhile investment because they vastly improve customer experience—and quality customer experience drives profits.
They are easily scalable to accommodate growth; they allow for frequent iteration and testing; they provide deep data and key business insights to make better decisions; they’re more reliable than legacy systems, and the list goes on.
That doesn’t mean the process isn’t without key considerations