To improve customer experience (CX), businesses must be ready to “own” the customer experience, and the best way to do that is for the contact center to become cloud-based. This report examines what being “ready” for the cloud really means: Not just modernizing the contact center infrastructure to become more cost-efficient and customer-centric; but also improving CX and making it a true competitive differentiator. Building on this, the analysis identifies key criteria for contact center decision-makers to follow when choosing the right partner for cloud-based communications.
