In our increasingly cloud-based world, organizations are swiftly embracing the model’s scalability and cost-saving advantages. However, this operational transition to the cloud brings with it fresh challenges, particularly in maintaining the quality of customer experience (CX). As businesses transfer the responsibility of managing the technical complexities inherent in their CX environments to cloud contact center (CCaaS) platform providers, there emerges an urgent requirement for effective cloud contact center monitoring. This oversight is critical to ensure high-quality CX within the vast, intricate, and vendor-managed ecosystems that companies now rely on.

The globalization, digitization and sophistication of conducting business advances every day. To ensure that their scaling, evolving, and transforming CX systems can continue to meet and exceed customer expectations, cloud contact centers must have:

• An absolute understanding and control of system performance.
• Metrics that identify both live and potential issues across every channel, and in every country where they serve customers.
• The ability to test whole systems, individual components, integration points, and functional and experiential aspects of CX – all from the customer’s perspective.