The journey to the cloud is like a flywheel. It takes effort to get it started, but once it starts to turn it starts to build momentum almost by itself.
And customer support is a great place to start. Cloud-based contact centers provide flexibility and speed of deployment and create an environment that allows digital innovation and agile development through a new technical architecture.
Especially in a remote environment, the ability to adapt within days to shifting call volumes, different call center locations, new agent groupings, or utilizing a configurable interactive voice response system cannot be underestimated.
Financial institutions often require a variety of tools from diverse providers, which run on multiple platforms, to accomplish their business goals. Cloud-based software integrates with a variety of application programming interfaces.
This integration dramatically cuts down on the number of standalone applications needed to get a job done, streamlines the agent experience, and increases agent productivity - increasing employee and customer satisfaction as a result. The ability to integrate easily also translates to lower ongoing infrastructure support costs, ease of upgrades, and extensibility.
Due to COVID-19, cloud computing has moved from technology solution to business imperative. The question is no longer whether they should transition to cloud, but how quickly they can make the transition. The benefits of cloud are numerous. Still, one-third of organizations have seen no or only a slight improvement in their organizational effectiveness thanks to their cloud adoption.
To succeed, firms need talent with industry and process knowledge and the design, architecture, and implementation expertise to understand the pragmatic application of cloud technologies. They need to optimize their business functions to capitalize on cloud technologies. And they must take a business-centric transformation services approach to orchestrate execution across people, process, digital, and data.
