Digitalization, mobility, cloud, smart solutions – we face these terms every day and they are characteristic of our fast-moving and connected times.
But for all the potential benefits new technologies, digital solutions, smart working methods and unlimited storage in the cloud have to offer – are companies able and willing to use these possibilities to their customers’ advantage?
According to Forbes, the business use of cloud technology continues to grow. While the cloud computing industry was worth $67 billion in 2015, it is forecast to grow 142% to $162 billion by 2020. No wonder why a growing number of companies are choosing to leverage cloud-based solutions for their customer experience projects. This should not come as a surprise, when one knows that the ROI of cloud-based CX software is in average 3.2 times higher than that of on-premise solutions.
After several years in the telecommunications industry as a service technician for PBX and highly integrated voice recording systems, Marcus Langknecht became one of the first evangelists for Customer Experience Management in the late 1990s.
At Cycos in 2005, he assumed his first position in Channel Sales, where he successfully managed partners such as Damovo, NextiraOne and Telekom. From 2008 to 2016, Marcus worked as Channel Account Manager for Avaya and looked after enterprise partners specialized in the Contect Center business, such as Fiebig, Dimension Data, Atos and Sabio Systems.
Prior to joining Odigo, Marcus worked at Evolve IP, a provider of CCaaS, UCaaS and cloud-based desktop services. Marcus was responsible for the partner business in Germany.
Isabelle Kupecek is former head of the Customer Relationship Department (COO & CCO) at Malakoff-Humanis (insurance).
She has held various positions (manager, director/VP) in the telecommunications sector, was a member of the supervisory board of the French customer relations association (AFRC), has a passion for customers (the “sense” of any company) and for the human element, has taken on the challenges of profound change in all the large companies where she has worked and has hiked over mountain peaks (last summer Mont Blanc).
What exactly does this mean for companies and their customers?
The cloud brings new opportunities in the area of customer service. In the channel-less era, customers are no longer tied to the channels chosen by companies or required to repeatedly provide their data and history. Good cloud contact center solutions enable seamless cross-channel customer journeys. Companies and customers communicate with each other when they want, where they want and from the device they prefer.
For companies, the introduction of cloud technology can not only mean a significant optimization of the customer experience – and thus customer loyalty – but also a significant reduction in costs.
In fact, it is no longer necessary to allocate a budget to install/maintain the infrastructure to support contact center applications, make cyclical purchases or renew outdated licenses. The cloud also enables better data sharing because most SaaS applications can easily interact within application ecosystems. Finally, it improves contact center flexibility by enabling agents to work from home.
The barriers to cloud migration
For all the advantages there are also a few obstacles. Most of them are not to be found in the technology or existing solutions, but in the heads of CEOs and management. For many, even in the digital age, the premise “never change a running system” still prevails. Why change what has worked for years or decades? Fears of insecure data storage, lack of adaptation and flexibility in general too often hinder the willingness to change…
Certainly, using the cloud in the GDPR era raises questions about storage, portability, accessibility and data protection. It is therefore crucial to ensure that the provider complies with state regulations as well as industry standards. Companies that process sensitive data should therefore make use of the private cloud, which offers more secure access. This effectively reduces the risk of disruption and provides a level of security equivalent to that of on-premise hosting.
What about customization? Today, a well-designed cloud-based solution allows for a very high level of customization that is second to none, even for very complex IT processes. And that is how brands can build loyalty in a world of increasing choices.
Support, a key element for successful cloud migration
But for those who are generally afraid of change, the move to the cloud still feels like a small revolution. Despite all the fears and anxieties – dare to take the step into the cloud but make sure that you do it with the right partners.
When it comes to Contact Center as a Service solutions, it is key to find a partner who is both an integrator and a telecom operator able to deliver end-to-end service. This gives you a level of flexibility otherwise almost impossible to achieve. Only a service provider able to implement an agile approach and focused on getting a deep understanding of the business infrastructure can ensure the success of the migration to the cloud. That’s why it’s crucial to establish a true change management methodology with the help of consultants.
Implementing a CCaaS solution should start with an immersion phase with business and IT teams, so they can better understand the solution and receive proper training. Key processes need to be identified so that the cloud platform can be perfectly integrated into the IT system. Finally, the solution should always go through a test phase before the final roll-out.
With the right innovative partner, with a strong focus on the cloud, there is nothing standing in the way of your company reaping the benefits of moving to the cloud!
“Customer experience as it should be”
Odigo, a Capgemini brand formerly known as Prosodie-Capgemini, helps large enterprises connect with individuals through best-in-class cloud-based contact center solutions. Odigo’s innovative, proprietary technologies enable a seamless, efficient, omnichannel experience and a satisfying, engaging environment for service agents.
Odigo supports more than 400,000 agents and business customers worldwide. With a 25-year history of industry firsts, Odigo has more than 200 customers around the world.