3CLogic's Contact Center Blog

The COVID-19 pandemic challenged enterprise organizations to reimagine how they manage operations and deliver customer service. As companies shifted from an on-site operation to a distributed work model, organizations that had not already migrated to the cloud were forced to accelerate their transition. This proved especially true for customer support departments and call center teams that were still tethered to legacy and on-premise technologies. 

Today, 70% of enterprises either have a digital transformation strategy in place or are actively working on one. Nearly half say improving customer experience and customer satisfaction were the leading influences driving the focus and effort. In fact, 72% of enterprises expect digital transformation to create closer relationships with customers. However a new report revealed that digital transformation projects are stalling due to a “hesitancy gap”, as enterprises struggle to navigate the risks and complexity associated with turning innovation from concept to reality.

After dealing with outdated systems that no longer meet current customer expectations and business demands, 62% of today’s customer service centers have plans to move to the cloud within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:

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.

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”.