While contact centers were once fixed to physical, on-prem office locations, times have changed. Recent technological innovations, the rise of remote and hybrid work, and the need to embrace full-scale digital transformation have motivated many businesses to move their operations to the cloud.
Learn how to navigate a successful transition to the cloud with Cyara’s cloud contact center monitoring solutions.
By replacing legacy contact centers with cloud-based systems, businesses can more easily scale their operations, empower an increasingly remote workforce, and become more flexible to meet evolving objectives and goals. When a migration is executed successfully, business reap the benefits of cloud-based technology such as easier system updates, cost savings, and integration with AI and machine learning tools.
But making the transition to a cloud-based contact center isn’t always smooth sailing. Many companies falter by taking the jump without the right protections in place to retain visibility and control. Issues such as incomplete data, security vulnerabilities, and manual testing processes can create performance gaps, which in turn affect your ability to serve your customers.
As customer demands and technology evolve, it’s your responsibility to innovate your contact center with confidence, knowing that your contact center is properly equipped to deliver flawless interactions. Thankfully, you don’t have to navigate the transition alone. With a cloud contact center monitoring solution, you can gain full end-to-end visibility into any issues in your contact center environment that may impact CX quality.
The Need for Cloud Contact Center Monitoring
For over a decade, businesses have significantly increased their investments in cloud-based technology, including innovations for their contact centers. One study found that enterprises were spending approximately $1 billion in 2009. Since then, the industry has ballooned. Just over 10 years later in 2021, spending reached as much as $178 billion, with no signs of slowing down.
In a press release, Gartner predicted that worldwide end-user spending on public cloud services would reach $723.4 billion during 2025, and 90% of organizations will adopt a hybrid cloud approach by 2027. As the cloud services industry continues to bloom, the benefits are made all the clearer for customer-centric businesses: cloud migration is essential to delivering the CX quality your customers expect. Failing to leverage this technology puts your brand at an immediate disadvantage to your competitors, and you can’t afford to fall behind the curve.
Migrating to the cloud is essential to your business’ success. But just migrating isn’t enough to develop quality customer interactions. There are many issues that can emerge due to the lack of visibility and control, leading to security threats, compliance risks, inefficiencies, and more. To truly realize the value of a cloud contact center, you must have the right guardrails and monitoring solutions in place.
By executing a successful migration with a cloud contact center monitoring solution, you can upgrade your contact center’s capabilities in several ways, including:
Scalability and Flexibility
Legacy, on-prem contact centers are limited in both scale and flexibility, requiring all agents to be within a physical office to complete their job and answer customer queries. However, with cloud-based technology, you can easily adapt to a hybrid or remote workforce. Additionally, by making the transition to the cloud, you can easily scale your workforce to meet increased demand—all your agents need is a headset, computer, and a secure internet connection.
A cloud contact center monitoring solution allows you to easily assess your current infrastructure. With a monitoring solution, you can confirm your contact center is equipped with the resources necessary to handle current and increasing interaction volumes. And, in the event you have an influx of interactions, you can be confident your CX channels will continue to perform under stress, without any bottlenecks or downtime.
Maintain Compliance
Data privacy is a major concern for customers and businesses alike. Over the past several years, regulatory bodies have released many compliance standards to ensure you’re protecting your customers’ sensitive information against vulnerabilities and bad actors.
During your migration to the cloud, your infrastructure may experience vulnerabilities, putting your brand reputation and customer trust at risk. But with a cloud contact center monitoring solution, you can reduce the risk of fines and legal action by gaining full visibility into your digital contact center environment.
Proactive Issue Identification and Resolution
When an issue escapes into the live CX environment, it can lead to increased customer frustration, degrade their satisfaction, and drive away sales. By the time your support teams have manually identified and remediated the issue, it’s already too late to attract customers back to your brand.
A cloud contact center monitoring solution empowers you to identify and eliminate CX-impacting issues before your customers are affected. In the event an issue arises, your team can use data-driven, real-time, and actionable insights to perform faster root-cause analysis and minimize disruptions.
Real-Time Visibility
Contact centers are complex, with many moving parts. During the migration process, it’s critical to ensure every piece is accounted for and works as intended. Even a single issue can impede your CX performance and make it impossible for your agents to serve your customers. You need a solution that will provide real-time visibility into every facet of your contact center performance, or issues will slip through the cracks.
When you leverage the right cloud contact center monitoring solution, you’ll be able to assess the quality of every interaction. Review call recordings, emails and SMS communications, and chatbot transcripts to ensure your customers are receiving the high-quality service they expect.
The Customer Perspective
Within a cloud contact monitoring solution, you may not even understand exactly how your customers are experiencing your interactions. In many cases, businesses are unaware issues exist until after a customer has filed a complaint, and by this time, it is too late, and there’s no telling how many customers have been impacted.
To ensure your CX performance, you must conduct continuous monitoring from the customer’s perspective. Using these insights, you can gauge how well your contact center is performing and identify areas for improvement.
Modernize Your CX Offerings with Cyara’s Cloud Contact Center Monitoring
Cloud-based technology is necessary to stay competitive and meet rising customer demands. But successful migrations don’t come easily. Businesses that fail to leverage and integrate the right solutions are more likely to experience a wide range of financial, reputational, and compliance risks.
When you partner with Cyara and use our cloud contact center monitoring tools, you can streamline operations, cut costs, and be confident that your CX channels are improving your customer satisfaction scores.
With Cyara’s solutions, you can:
- Capture and analyze contact center data, then compare it to industry benchmarks and best practices.
- Ensure contact center teams meet SLAs and maintain position client and customer relationships.
- Gain visibility into the entire CX journey and issues that impact customer satisfaction.
Cyara’s AI-Led CX Transformation Platform helps you deliver exceptional interactions, cut costs, and eliminate error-prone manual processes. Contact us today to learn more or visit cyara.com for more information.