May 7, 2019 by Siobhan Climer
Cloud-based contact centers are one way businesses are meeting – and exceeding – their customer’s expectations. Using the cloud enables your business to have a more complete view of every customer and continue to add new channels like chat and messaging – ensuring nothing remains siloed.
Register for our upcoming contact center webinar where our experts will break down cloud platform options and show live demonstrations of how these solutions work.
Join Kleid Gjataj, Mindsight Contact Center Principal Consultant, in the first of a two-part webinar event that will dive into contact center cloud platforms, starting with Genesys PureCloud, including a live demo and discussion of pros and cons. Kleid has led hundreds of discovery and migration initiatives for contact centers of all sizes across industries, and will share his greatest lessons learned over the last 15 years.
For our other upcoming events, visit our events page.
Cloud Contact Center Shifts Frame PureCloud And Webex CC Debate
The move towards cloud-based contact center platforms is gaining momentum, and multiple acquisitions or mergers over the last two years demonstrate this. In fact, Aragon Research predicts that by 2020, 60% of cloud contact center providers will merge or be acquired.
Cloud computing virtualizes infrastructure and, when done right, integrates systems so that your IT team can focus on the needs of your business and contact center. So, moving to the cloud makes sense. You can improve the customer experience, build business continuity, create an executable disaster recovery solution, improve scalability and acquisition, and lower costs.
But which cloud contact center solution is right for your organization?
Ready to test Genesys PureCloud and Cisco Webex Contact Center – formerly Cisco’s Customer Journey Platform – in your environment today?
Finding a trusted advisor who will help you every step of the way in your contact center journey might seem tricky. Mindsight is here to be that extension of your team, providing you the insights and information you need to make the best-informed decisions that will continue to drive success for your business. To learn more about how Mindsight builds out a contact center roadmap, read Customers Drive, You Navigate: Your Contact Center Roadmap To Customer Care Success or contact us today.
Genesys PureCloud Benefits
What are the benefits of PureCloud?
By 2018, Dimension Data estimates customers will expect 11 channels to be available for interacting with your business. In the same report, however, they found a whopping 58.5% of businesses were unable to integrate their various communication channels. PureCloud integrates these channels, bringing an omnichannel experience to your customers. Customers are happier, and your business can grow.
PureCloud combines voice services and auto-attendant tools with video conferencing, screen sharing, team chat, and document management. Their user-friendly interface makes collaboration for your teams seamless. Open APIs mean integration with your current tools will be a breeze.
Data is the root of a successful business. Measurable results that are easy to access, format, analyze, and share can convince your employees, shareholders, and customers of what you are doing right. The PureCloud dashboard provides live data, and enables you to send and receive supervisor alerts, historical reports, and various agent tools like performance tracking and scheduling.
Microservices architecture means your cloud solution is always up-to-date with the latest features. In 2017 alone, PureCloud added intraday monitoring, chrome extensions, salesforce extensions, single sign-on, multilingual IVR, inbound email flows, screen share, co-browsing, and PCI! Just imagine what 2018 will bring.
Webex Contact Center Platform Benefits
The Cisco Webex Contact Center Platform is a cloud-based contact center solution that improves the customer experience and drives actionable business insights. The Webex Contact Center platform supports:
- Predictive analytics routing
- Workforce optimization
- Outbound campaigns
- Web callbacks
- Customer engagement analytics
- Speech-enabled IVR
- Collaboration integration
- CRM integrations
The Cisco Webex Contact CenterPlatform’s features indicate an awareness of the changing needs of the contact center. Moving forward, contact center platforms need to be flexible, integrated, easily automated, and customer-focused. The entire platform centers on the customer experience.
By speeding up the customer journey and enabling an automated, systematic experience, the Cisco Webex Contact Center Platform seeks to remove tedious re-identification processes and seamlessly stitch together various communication channels and devices.
See how PureCloud and Webex CC work in your environment today with Demo Days, our hands-on lab where you can test a solution and talk with our experts.
Finding The Right Balance: PureCloud And Webex CC
PureCloud integrates seamlessly with the systems already in place in your organization, making it a great choice for expanding call centers. With PureCloud, businesses can deploy a complete, full-feature contact center without investing in hardware.
Both PureCloud and Webex CC provide a new way of connecting with customers. With improved analytics and business intelligence, integrated capabilities, and the latest features, both solutions can be a great fit.
Finding the right balance between PureCloud and Webex CC means understanding your business today and where you expect it to go tomorrow.
Take a moment to chat with our contact center experts today to discuss which solution best meets the needs of your business, where it is today, and where you hope it will be in the future. Sign up for our weekly (free!) whiteboard sessions to get started or contact us today.
Like what you read?
Contact us today to discuss whether PureCloud and Webex CC is the right fit for you.
Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would hire. We have one of the largest expert-level engineering teams delivering the full spectrum of IT services and solutions, from cloud to infrastructure, collaboration to contact center. Our highly-certified engineers and process-oriented excellence have certainly been key to our success. But what really sets us apart is our straightforward and honest approach to every conversation, whether it is for an emerging business or global enterprise. Our customers rely on our thought leadership, responsiveness, and dedication to solving their toughest technology challenges.
About The Author
Siobhan Climer, Science and Technology Writer for Mindsight, writes about technology trends in education, healthcare, and business. She previously taught STEM programs in elementary classrooms and museums, and writes extensively about cybersecurity, disaster recovery, cloud services, backups, data storage, network infrastructure, and the contact center. When she’s not writing tech, she’s writing fantasy, gardening, and exploring the world with her twin two-year old daughters. Find her on twitter @techtalksio.