Allt fler kontaktcenter körs som rena molntjänster (CCaaS), men det finns ett flertal viktiga saker att tänka på innan flytten går till molnet. Brian Spencer, produktchef på Genesys, berättar om vad du måste göra – och inte göra – när organisationens kontaktcenter uppdateras.
Experten: Det här är viktigast när kontaktcentret flyttas till molnet
kontaktcenter Ta till vara på avancerade analysmöjligheter och slarva inte när det gäller säkerhetsfrågorna. Det tipsar Genesys-experten om inför molnflytten.

Någonting är fel
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Enligt Brian Spencer är det viktigt att man ser på molnmigreringen som en affärsstrategisk transformation som påverkar hela organisationen, snarare än enbart en teknisk förflyttning. För att nå dit krävs en tydlig plan där man fastslår mål, skapar samsyn och säkerställer att tekniken verkligen stödjer den upplevelse man vill erbjuda.
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
