As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications can be added to improve the customer experience. Evaluating other applications and services that can enhance value to the consumer’s positive interaction will ultimately impact the perception of the company to their customer – and to the company’s bottom line. Most likely, your contact center will benefit from a digital transformation.
When it comes to a cloud migration, it’s important to first define value. Migrating to the cloud takes time and money: the ultimate benefits to the organization’s bottom line must be quantified for the benefits to the company to be obvious.