September 22

The secret to accelerating CX transformation to a cloud-based solution

Digital transformation has been proliferating throughout the CX industry. Known as the digitization of daily business activities, which includes updates to legacy systems and integrating new technologies, the objective behind the transformation is to ensure that operations remain sustainable, robust, and flexible. 

Modernizing operations would improve CX quality while making it a more efficient process. Cloud-enabled technologies play a similar role where cloud-based technology can replace older systems and turn operations into a more efficient, agile, and scalable process. 

Given the value cloud-based technologies offer to CX operations, it is no surprise that demand for the tech has increased by a significant margin. Research states that the cloud-based contact center market is expected to reach $54.6 billion by 2027, which is up from $17.1 billion in 2022, a CAGR of 26.1%

Hence, many companies want to facilitate cloud-based transformation as quickly as possible to achieve returns and improve CX quality as quickly as possible.

What is the secret to accelerating CX transformation?

Identify business problems: Cloud-based solutions are about solving a problem. Hence, they should not be adopted without first identifying business problems. One of the biggest advantages of a cloud system is to make substantial improvements without overhauling the entire system.

Updating their infrastructure: Companies should take time to update their CX infrastructure. Improving the infrastructure would require several containers, migrating to serverless systems or leveraging the global network of the cloud platform.

Break down silos: Modern CX solutions can improve teamwork and collaboration across departments to improve CX quality; however, accomplishing this requires you to break down the channel silos through cloud-based integrations.

Optimize data utilization: The cloud can aid in the management of large data bodies, even if they originate from multiple devices, locations, and processes. However, it is best to begin organizing and managing your data using a data cataloging and classification system where you can.

Optimizing the transition to the cloud

When it comes to accelerating the transition to the cloud environment, organizations need more than the ideal solution or platform. They require the right practices and processes in place to ensure that the shift to another cloud-based solution is as efficient and seamless as possible. An efficient contact center cloud migration could help them realize the benefits of a cloud-based solution faster to improve productivity and cut costs.

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