Restructuring your contact centre technology for the customer experience era

According to current projections, by 2021, spending on cloud-based communications technology will surpass onpremises communications technology for the first time, in the contact centre.

This may even be accelerated to this year, with the coronavirus crisis forcing many businesses to switch from on-premise technologies to cloud, in order to allow employees to continue to serve customers remotely. 

In this whitepaper, we set out a rationale for an overhaul of your legacy contact centre technologies, whilst outlining the customer experience requirements for doing so.