Unpacking the Challenges of Migrating Large Contact Centers to the Cloud

Modernization enables organizations to transform a contact center into an intelligent engagement center that maximizes the value it generates for the business and customers. Agents do not have to thumb through applications on three different screens in a frenzy, but can instead concentrate on properly hearing and understanding what the customer says and then offering an appropriate solution. That is the secret behind improving NPS scores and agent workloads.

The future-proof transformation that delivers all the business benefits necessary to stay relevant to customers can only happen in the cloud, but not necessarily from day one in a forced single-step migration. A large organization with a considerable contact center estate needs to take its time to get the digital customer experience vision right and invest in a flexible, scalable CX platform that will allow it to move forward at its own pace.