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How to Ensure a Smooth Contact Center Cloud Migration

How to Ensure a Smooth Contact Center Cloud Migration

A contact center cloud migration will have you juggling many moving parts. You have an existing tech stack (okay, so that part might not move so much) to consolidate, stakeholders to reassure, and, above all, customers to keep happy. Minimal disruption to service is...

Cost-Effective Cloud Migration Testing Technology

Cost-Effective Cloud Migration Testing Technology

The decision to switch your call center technology to the cloud won't be one you'll take lightly. You'll have weighed up the numerous benefits, from massively improved functionality to reliability and accessibility, with everything geared to enabling your employees to...

Best Contact Center Cloud Software

Best Contact Center Cloud Software

Many contact centers are taking the leap from on-premise infrastructure to a cloud-based operations model. Soon, this transition will be less of an option to mull over and more of a ‘must do’ to remain competitive. In this article, we’ll first look at the benefits of...

5 Contact Centers Trends to focus on in 2021

5 Contact Centers Trends to focus on in 2021

2020 was clearly a year of unprecedented challenge for Contact Centers throughout the world. These challenges have constituted more than a series of simple operational adjustments. The global pandemic has forced Contact Centers to face head-on the reality of...

Is Buying From Legacy Brands Still the Safest Choice?

Is Buying From Legacy Brands Still the Safest Choice?

Buying from the large players was often perceived as the safest choice. Why? Because going with the trusted legacy brand was seen to offer the most security, reliability, and quality. The risk of embarking on large projects often exposed decision-makers because they...

How to Monitor Agent Connectivity within Genesys Cloud

How to Monitor Agent Connectivity within Genesys Cloud

As an ever-increasing number of organisations shift to Genesys Cloud and realise all of the benefits a CCaaS platform offers, the move to cloud can create a significant challenge for IT teams that are used to having complete visibility and control of their underlying...

How To Add Value To Your Cloud Migration Services

How To Add Value To Your Cloud Migration Services

When helping contact centers migrate to the cloud, optimizing their functionality is an essential part of the process. Demonstrating how you're going to deliver on your promises – now and in the future – is a key part of building an ongoing relationship. You'll be...

4 Tips to a Successful Contact Center Cloud Migration Plan

4 Tips to a Successful Contact Center Cloud Migration Plan

When proposing a cloud migration project to a contact center, it's important to put their concerns and objectives at the forefront of your planning. Many would argue that digital transformation (DX) is inevitable, and simply start listing the necessary steps and...

Overlooked Benefits and ROI of a Cloud Contact Center

Overlooked Benefits and ROI of a Cloud Contact Center

Cloud contact centers are part of the digital transformation many businesses are undergoing right now. It's a natural move towards more cost-effective solutions that support the growth and high-quality service delivery that companies aim for. The limitations of...

Call Center Cloud Migration Checklist for Project Scoping

Call Center Cloud Migration Checklist for Project Scoping

The need for consistent, high-quality customer service across various communication channels and evolving technologies is prompting contact centers with on-premise hardware to move to the cloud. As consumers’ expectations are constantly rising, delivering an...

Automated Functional Testing for Contact Center Cloud

Automated Functional Testing for Contact Center Cloud

When delivering a successful migration for your cloud-based contact center clients, part of your role as a value-added reseller or systems integrator will be to check all functionalities of the CX environment. It's up to you to ensure that the client's specifications...

Contact Center Cloud Migration Strategy: Validation Testing

Contact Center Cloud Migration Strategy: Validation Testing

Contact centers expect a smooth migration as they move to a CCaaS (Contact Center as a Service) solution. Automated validation testing and monitoring is crucial for a successful cloud migration strategy, so it's just as important for resellers to ensure it's part of...

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