Slicker, leaner, better: moving to the cloud changes everything.

OpEx replaces CapEx; the omnichannel communications dream becomes a reality; end customers post high satisfaction scores.

In the Contact Center world, these are game-changing benefits which transform the day-to-day agent and customer experience whilst simultaneously fuelling enterprise organisations’ wider digital journeys.

Integrate this new, powerful communication functionality with existing Customer Relationship Management (CRM) systems and, well, the gains are huge.

The key to success? Picking the right provider partner.

“Leveraging the power of cloud technology with a Global Digital Ecosystem enabler enables organisations to significantly improve their communication processes and positively impact on their costs – it’s powerful, flexible and efficient,” says Puneet Keswani, Deputy General Manager at leading global provider Tata Communications, whose clever, all-in-one-place WebEx Contact platform INSTACC packs precisely that punch.

One enterprise to recently begin benefitting is a major global logistics player that has enriched its customer experience thanks to a seamlessly-delivered roll-out of the platform – the first of its kind rolled out jointly by Cisco and Tata Communications.

With deployment scaling across more than 100 countries and with a large contact center base, the enterprise wanted to offer an always-on, personalised, omnichannel communications experience to its end customers.

It wanted to transition from its legacy on-premise telephone-based service to a global cloud platform while maintaining integration with existing systems.

In addition, the enterprise wanted the single platform to serve end customers in any country, offer flexibility and provide a consumption-based pricing model.

Its customer service agents would also be enabled to work remotely or from home – permanently connected to multiple, mission-critical head office systems and with their supervisors benefitting from single-pane-of-glass operational visibility and super-powerful data capture and analysis functionality.

The solution implementation was complemented by an end-to-end managed service wrap with a 24/7 Service Operations Centre to handle incident and change management, request fulfilment and functional support.

“Leveraging automation combined with simplified migration processes, the Tata Communications team was able to keep the global project on track, which helped achieve a profitable Return on Investment for the customer,” says Keswani.

The consumption-based model meant capital investment was able to be reduced, as well as run rate costs and management charges. In turn, that allowed flexibility to scale upwards in the event of new countries coming on board or a business being acquired, or downwards in the event of business downturn or rationalisation.

“It was all perfectly aligned to the company’s wider digital client engagement strategy,” says Keswani.

So, it seems cloud-powered contact centres really do have the ability to transform on a grand scale.

And it seems picking that perfect provider partner really does guarantee that the journey is a smooth one.

To learn more about how Tata Communications can help your business leverage the power of the cloud, click here.



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