Moving to a Cloud Contact Center: Are you Really Ready?

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.