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2021 TRENDS:

Is Now the Time to Move Your Contact Center to the Cloud?

Customer experience (CX) is undergoing a transformation at nearly two-thirds of organizations.

Backed by real-world research data, Nemertes Research President, Robin Gareiss, addresses top-of-mind questions of CX leaders running on-premises contact centers and provides a roadmap for taking advantage of the cloud:

What have we learned from the pandemic that could affect your architecture decision?
What are the hidden costs to your business of remaining on prem?
What should you consider regarding workflows, agent experience, and integrations?
What are reasonable approaches toward realizing benefits of the cloud—such as scalability, global reach, and flexibility?
What benefits can you expect with more functional IVRs, video capabilities, new channels, and quick set-up globally?