Total cost of ownership (TCO) is a major consideration for organizations evaluating the pros and cons of cloud-based contact center infrastructure deployment versus an on-premise solution. Over the past five years, costs and quality factors have changed significantly. While legacy on-premise vendors have experienced some market pressure that resulted in a drop in pricing, the costs of cloud-based infrastructure solutions have fallen even further.
This Ovum research report addresses what IT decision-makers need to know to make the right decision on a new infrastructure deployment. Learn about the following factors and why they matter to your contact center infrastructure.
• How the pricing and business models of cloud and premise-based technology vendors have changed since 2013. • How to build a road map of your internal technology expectations over the next 3-5 years to address the changing needs and behavior of today's customers. • How possible product bundles and features can affect cost and satisfaction between on-premises cloud solutions. • What factors matter as much as cost, including security, industry expertise, geographic reach, reliability and vendor relationships. • Why the wisest approach to deployment probably isn't one size fits all, and how options, such as Interactive Intelligence PureCloud, have shifted to reflect that truth.
Master omnichannel service. Triple customer retention. When you give customers a choice about how to contact you – digital, voice, or online – you are well on your way to creating a superior experience. Embrace omnichannel and watch your customers become loyal brand advocates. Download the eBook for the big story.
PureCloud is a true cloud platform, but what does that really mean? There are significant differences between hosting a legacy application, hosting a multi-tier application, and running a system that can take full advantage of cloud scaling and resiliency.
Business technology (BT) brings together technology and traditionally customer-facing roles like marketing, sales, service, brand/product management and fulfilment to deliver superior (digital) customer experience. The increasingly crucial role that digital technologies play in customer engagement elevates the CIO role in business. Read this report to understand how the age of the customer requires tech management to transform into an outside-in function that plans, builds, and runs BT according to how customers move in the market spaces.
Your customers are ultra-connected. Make sure you are as well. Growing your own business isn’t easy. Finding new customers and building relationships with those you already have takes time and effort. When your customers are ready to engage, are you meeting them where they are?
As the world becomes more and more digital, it’s vital for all businesses (from the tiny mom- and-pop shop to the massive corporation) to be able to communicate with customers whenever and wherever the customer wants. Be that via phone call, SMS text, online chat, social media or whatever the next big “thing” is.