How to Migrate from an On-premise Call Center Solution to a Cloud one

Posted by 3CLogic on Aug 18, 2020 9:55:59 AM

After dealing with outdated systems that no longer meet current customer expectations and business demands, 62% of today’s customer service centers have plans to move to the cloud within the next 18 months. However, migrating to the cloud is not as simple as flipping a switch, especially if an enterprise has already invested in an on-premise telephony infrastructure. Whether an enterprise is simply in need of basic functionality or is ready to take the leap to a fully hosted cloud contact center platform, here are a few deployment options to consider:

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Topics: customer service, cloud security, call center, cloud based solution, cloud customer support, remote agents, cloud call center, cloud, customer service team, cloud call center solution, telephony CRM integration, voice platform

Why An Integrated Cloud Call Center Solution for Microsoft Dynamics Makes Sense Now More Than Ever

Posted by 3CLogic on Aug 11, 2020 1:03:07 PM

As remote work becomes the new norm due to COVID-19, it has only served to exacerbate the inefficiency that comes with non-integrated systems and on-premise technologies. According to a recent survey, only 10% of employees are able to establish a complete view of the relationship between their company and customer without toggling between several different platforms. Not surprisingly, many CIOs are turning to a few key providers to streamline operations to improve employee productivity and the overall customer experience. Among those at the top of the list? Microsoft.

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Topics: customer service, call center, cloud customer support, remote agents, cloud call center, omnichannel, customer service team, cloud call center solution, telephony CRM integration, voice platform, Microsoft Dynamics, COVID19, Microsoft Teams

6 Reasons Enterprise Organizations are Accelerating the Move to Cloud Contact Center Solutions

Posted by 3CLogic on Jul 21, 2020 11:06:33 AM

As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions. 

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Topics: customer service, call center, cloud customer support, cloud call center, omnichannel, customer service team, cloud call center solution, hybrid cloud, voice platform

Why Your Call Center Needs Speech Analytics

Posted by 3CLogic on Jul 14, 2020 10:00:00 AM

Today, only 1-2% of recorded voice calls are analyzed by the average contact center, leaving hundreds of thousands of minutes of data untouched. That’s because an analysis of every single call by hand – a process that can take up to a half hour per call – would be a waste of time and resources. But there is value in this “dark data”.

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Topics: customer service, call center, omnichannel, customer service team, cloud call center solution, sentiment analysis, speech analytics, voice platform

How COVID-19 Exposed the Crucial Need for Call Centers

Posted by 3CLogic on Jun 17, 2020 11:20:55 PM

Voice Remains a Key Part of the Customer Service Value Chain

 

For decades companies have been experimenting with new technologies (chat bots, emails, artificial intelligence) to respond more effectively to customer inquiries. However, if the recent COVID-19 events have revealed anything, it is that sometimes people simply need to talk to a real-life person. This is not only true for the current crisis but extends to any complex, time-sensitive, or personal crisis at any point in time.

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Topics: customer service, call center, work from home, omnichannel, customer service team, cloud call center solution, telephony CRM integration, voice platform, digital workflows, digitaltransformation, COVID19

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