Enterprise – Dealing with Complexity
Aberdeen Group found that larger organizations rely on an average of 20 software and tools for customer-facing support. Over time, legacy tools were purchased through separate buying decisions from different groups for specific needs of a particular subset of users. While migrating to the cloud gives you application consolidation, defining the end state is a critical step in achieving a successful deployment. Assessing the current systems and creating a detailed migration plan require up front work but lead to better outcomes for the contact center.
Enterprises often have multiple workflows handling customer interaction across their numerous applications, IVRs, call routing, and digital channel applications. When making the move to a cloud-based service, it is key that these processes are well understood, so they can be either integrated with the new service or improved upon and simplified during the move. Deliberate planning and detail around the information and workflows currently in place are fundamental to driving future projects such as AI and further consolidation of workflows.
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