Let's talk CCaaS
Tommy Reese
President and CEO of UltraVox Consulting/ Helping organizations transform and enhance their customer expereince.
As more contact centers move to the cloud, CCaaS vendors/providers need to stay on the cutting edge of contact center technology innovation and offerings to help clients stay current and innovative in the way they handle and improve their customer experience.
Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.
The overall improvements and maturity of CCaaS inspires confidence in moving mission-critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact center’s inevitable move to the cloud? Take the time and effort up front to consider these seven questions.
1. Is the vendor you’re considering aligned with your company’s goals and strategies?
2. How will your solution provider address the level of customization you need?
3. What level of integration is possible and what tools and expertise are available?
4. Does your solution provider have a broad partner network available to provide extensibility?
5. Has your vendor invested in security and compliance capabilities and are they certified?
6. Does the solution provider offer geographically distributed high availability and other business continuity options?
7. Does the vendor have a good track record for innovation and responsiveness to changing requirements?
At UltraVox Consulting, we are prepared to assist in answering these seven questions and others to help with the transition to the cloud. We fully understand the magnitude of this decision and are here to serve in any capacity we can to make the process more bearable and less stressful. Also, we truly believe that adapting “out of the box” thinking is absolutely necessary to become competitive in our ever-changing information/technology/collaboration era. Decision makers must take risks when stepping outside the usual paradigm of the “box” – because what is working today, won’t necessarily work tomorrow.