Ensuring your cloud transition has a silver lining

Transitioning your Contact Centre to the Cloud can bring competitive, financial and operational benefits to your business, but you need to be aware of the potential pitfalls and risks

• Are you transforming customer contact with an omni-channel experience?
• Are you looking to leverage the latest in Contact Centre technology?
• Are you looking for agility and flexibility from your Contact Centre?
• Do you want to avoid upfront capital cost and only pay for what you use, when you use it?

If the answer to one or more of these questions is “yes” then it is likely that you are already considering the move to a cloud-based Contact Centre solution.

However, the marketplace is rich with Cloud Contact Centre providers, including: traditional players who have moved their enterprise offering to the cloud; cloud-only vendors with native cloud products; telco’s and other service providers with packaged 3rd party solutions; and finally, but most disruptively, the cloud leaders who are shifting and expanding their Infrastructure as a Service offerings to Software as a Service and even Contact Centre as a Service, such as Amazon Connect.

But choosing the right product is only the start of your journey to the cloud. To realise the full potential of any solution you will need to carefully plan your Engagement, Transition, Optimisation and Transformation.

But all is not lost … Through the BrightContact Transformation Management Methodology, BrightContact can ensure your transition to the Cloud has a silver lining!