Contact Centers have been used by businesses for customer engagement and retention for decades. Many of the solutions in place have run their course, and the latest socioeconomic circumstances have brought forward gaps as well as new requirements that business need to accommodate, such as how to enable remote workers, comply with business continuity plans, or adapt to business agility requirements. Unfortunately, many legacy systems are ill equipped to meet today’s needs due to their reliance on physical infrastructure, limited employee mobility, restrictive device access, and poor on-demand scalability. A modern, cloud-hosted customer engagement solution can alleviate these changes.
In this paper, we examine the different factors businesses should consider when upgrading their solutions or considering contact center technology for the first time.