GUIDEBOOK
On-premise to Cloud: Enabling Agile, Efficient Contact Centers
An Edge Insights – Ozonetel joint initiative. With insights from 250+ enterprise cloud transformations.Â
Studies show that only 14% of companies have migrated more than 75% of their applications to the cloud. What stands in the way of a more rapid adoption?
This guidebook takes an incisive look at the complex process of cloud migration, providing a comprehensive framework to navigate the challenges and seize the opportunities that cloud technology presents.Â
01
Cloud Transformation Is Imminent
Today, enterprises are under pressure to enable communication experiences cost-effectively, efficiently, and at scale. Those tied down by obsolete, siloed technologies may lose out to cloud-native businesses that are innovating and adopting newer technologies at a faster pace.
02
Bridging Contact Center Gaps Is Key to CX Success
Modern contact centers are going beyond their traditional role of handling customer inquiries and resolving grievances– to transform engagement and lifetime value. If your business is not achieving the desired outcomes, it is critical to evaluate your contact center for CX gaps.
03
Legacy Solutions Are No Longer Viable
Businesses today know that legacy solutions are costly, difficult to scale, and slow to adapt. A robust, secure cloud contact center is essential for meeting customer expectations with AI (Artificial Intelligence), digitalization, and personalization in a scalable and agile manner.
04
Enterprise Cloud Migration Need Not be Complex
Even if you understand how the cloud works, migrating your business to the cloud can be overwhelming. Â We offer a five-step approach that simplifies the migration process and mitigates risk, so that you can seamlessly transition to the cloud.
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For businesses that have heavily invested in their on-premise systems, enabling business continuity, and adding new digital & self-serve channels can be challenging. Learn how Legacy PBX can quickly Add Cloud abilities to their Call Center
AVERAGE TIME IN QUEUE, 2019
0
s
In 2019, callers spent an average of 79 seconds waiting for their call to be answered by a live agent
0
%
ABANDONMENT RATE
12% callers abandoned calls while waiting in queue
AVERAGE TIME IN QUEUE, 2020
0
s
In 2019, callers spent an average of 79 seconds waiting for their call to be answered by a live agent
0
%
ABANDONMENT RATE
12% callers abandoned calls while waiting in queue
Did customer experience change in your vertical industry? To learn more, download our complete report.
During the pandemic, eCommerce and food delivery verticals saw an increase in talk times, but did some sectors witness a drop in talk times due to the pressure on agents to close calls faster?
Modernize today with Ozonetel
Omnichannel routing, AI capabilities, and Open APIs can change the game for your contact center, learn how Ozonetel’s contact center solution can meet your CX needs.
Want to know what highly responsive customer support looks like?
Responsive high-touch customer support, in spite of spiking call volumes, doesn’t have to be complicated. Ecommerce businesses set the benchmark for the customer service levels through integrated, responsive call centers. Learn how an eCommerce startup connects 95% of its calls to a live agent in under 10 seconds, even as it scaled its operations from 5 to 500 agents.
Ready to modernize? Book a 1:1 Demo.
Omnichannel routing, AI capabilities, and Open APIs can change the game for your call center. Ozonetel gives you the personalized support, flexibility & features that growing businesses & enterprises need to make the changes without changing too much! See it in action!
