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Ovum: Differentiate Your Business with a Cloud Contact Center

White Paper Published By: Cisco
Published:  Jul 11, 2016
Type:  White Paper
Length:  10 pages

Businesses must become agile and provide differentiated service as customer demands and expectations change. Moving beyond simple phone transactions, customers are taking matters into
their own hands and turning to their peers, the web and social media to find answers.

Contact centers play a major role in determining the customerís perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should
use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.

Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor. It describes:

  • Trends surrounding the adoption of cloud contact center technology;
  • The advantages of selecting a cloud contact center solution;
  • Key factors to review when selecting a vendor and contact center platform;
  • Recommendations and a maturity model that businesses can use to develop a cloud contact center roadmap.

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