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 Center 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.
