Easily address scalability issues in a cost-effective way thanks to the cloud

The agility to meet demands while controlling costs is becoming even more crucial for organisations juggling peaks and troughs in traffic. The cloud provides a robust platform that combines security and reliability with flexibility that ensures an organisation maximises its resources and operational efficiency.

April 18, 2021 4 min of reading

The overview

A healthcare insurer wants to future-proof its operations by transitioning from legacy systems to the cloud. The COVID-19 pandemic crystallised the need to have flexible working models in place, along with the agility to quickly react to dynamic situations. Realising the importance of scaling up resources short-term, cloud migration is essential for this organisation.

The challenge

Ensuring continuity of service while increasing remote work capabilities for agents.

The healthcare provider wants to:

Have the capacity to scale up and down according to demands,
Find a CCaaS solution that adapts to their new hybrid working model and offers agents possibilities of working off-site,
Be prepared for every unexpected crisis or unplanned spike in customer traffic.

The solution

Cloud migration strategies must be tailor-made to an organisation’s needs and goals.

Step 1: Immersion

A process involving business and IT teams establishes a complete understanding of challenges and enables the customisation of cloud solutions for an organisation’s needs.

Step 2: Identification

Adjusting key processes so cloud migration achieves seamless integration with existing business applications through a wide range of APIs.

Step 3: Test

Ensuring a CCaaS solution is customised to meet customer experience and business goals.

Step 4: Deployment

The final phase of migration begins only once a CCaaS solution is fully tested and integrated.

The benefits

24/7 resilient contact center services

Easily absorbed peaks

Work-from-home ready agents

More use cases

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Utility providers are accelerating their digital transformations. They are already collecting data through their customer relationship management (CRM) and enterprise resource planning (ERP) software or other tools, before analysing and operationalising it to provide more targeted, proactive customer experience. By providing agents with precise information that enables them to perform tasks, widgets achieve more personalised, effective customer service.

Provide 24/7 customer support while freeing up agents’ time with an omnichannel bot

With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalised customer experience? One way is to harness the transformative power of automation. By handling more and more use cases, an omnichannel bot can drive customer service efficiency, reduce costs and enable banking advisors to focus on high-value interactions.

Routing How contextual routing improves customer and agent experiences while increasing contact centre efficiency

Routing customers to the right agent at the right time drives customer loyalty, engages agents and turns contact centres into value centres.