2019 Trends for Contact Centers with Cloud Solutions

In 2019, cloud computing will further establish itself as the foundation of today's enterprise application platforms. However, many companies are taking a measured pace in moving to the cloud, meaning that hybrid cloud solutions will play a key role. For companies wanting to transition at their own pace, with less risk and lower costs, the hybrid cloud approach allows you to leverage cloud solutions in a way that suits your business.

A recent study found new technologies and sourcing options, like the cloud, have created great opportunities and some confusion for contact center leaders. Call centers are experiencing several real and perceived obstacles to cloud transformation, such as access to desired features, security and reliability, ease of migration, and integration with existing technology and applications.

Let's take a look . . .

1. Don't Settle for Feature Limitations 

In a survey of contact center leaders, 31% said they faced pressure to select low cost solutions, resulting in a loss of desired features. Moving to cloud solutions should not require settling for lesser solutions or more narrow offerings. 

We get it. It's a confusing market when evaluating cloud offerings.

Many vendors are offering completely separate products for on-prem installations versus cloud solutions. These cloud offerings are frequently targeted at smaller or less complex contact centers instead of the more robust on-prem solution.

Verint offers the same solution for both cloud and on-prem clients. Our solutions are the same no matter how they are deployed. Same product, same code. 

This is important because it means that, as a vendor, we are not distracted by multiple versions. Multiple versions come with a large amount of cost, maintenance, and overhead on the technical and service sides. We focus our investment dollars on one solution. 

Just like you wouldn't buy a car without a steering wheel, why would you buy a solution which doesn't meet your needs? Don't limit your ability to lower cost and deliver a great customer experience (CX) when you can find a solution that fits just right. 

2. Security and Reliability 

According to Aberdeen, 70% of cloud contact center users cite security and compliance as a reason to invest in cloud technology, showing that companies have largely overcome their concerns in this area. Contact centers are becoming more proficient in controlling data in a cloud-based infrastructure.

So how do we enhance security and reliability with our cloud solutions?

For added security with multi-tenant subscriptions, Verint provides data segregation that is independent of organizational structure, enabling your data to be managed in an isolated, independent way.

We manage and maintain your infrastructure in secure data centers 24/7. High availability among data centers helps ensure reliability in the event of a disaster. Protecting your organization's data is a top priority -- for you, and for Verint. From enhanced data segmentation methodologies to diverse encryption technologies, we offer a security-first approach to help protect data at every level and offer you peace of mind. 

3. Ease of Migration

It has never been easier or safer to move to the cloud. With concerns regarding the reliability and scalability of cloud solutions becoming a thing of the past, more contact centers are turning to the cloud for the agility to keep up with the speed of business. 

If you already have an established hosted environment, such as Amazon Web Services, you can still add cloud solutions such as Knowledge Management, Virtual Assistant, or Voice of the Customer (VoC) capabilities. 

Our "start anywhere" approach enables you to easily integrate your existing solutions as your portfolio of customer engagement capabilities grows. Also, we provide pre-built integrations that connect and integrate with your telephony solutions. Better still, you can choose the deployment model that works for your business, from full cloud to hybrid to on-premises, and evolve to the cloud at your own pace. 

4. Overcome Integration Difficulty 

One perceived challenge among contact center leaders is the difficulty integrating with existing technology. In fact, 51% of contact center professionals surveyed by Contact Center Pipeline said they face challenges with integration. Adding cloud solutions should be an additive experience to your productivity, not a disruption!

So you're probably wondering: How does Verint makes it so much easier? 

Finding a path forward through the integration challenge started with Verint asking, "How do our solutions interact with other solutions our customers have already purchased, regardless of vendor?" 

We started with the customer's problem in mind, instead of asking "how do we integrate our stuff to other stuff we've built in the past." One approach is a selfie view of the problem. The other is a customer-first approach, which is how Verint overcomes integration problems.

Since many organizations have prior on-prem investments, we've designed our solutions to be open and vendor-neutral. Our cloud solutions can communicate seamlessly with your onsite PBX/ACD hardware, allowing you to retain these existing resources while realizing the benefits of improved CX and lower costs.

Your move to the cloud doesn't need to sacrifice openness or create integration chaos. Selecting an open platform will allow you to support current investments while enabling your business to modernize at a speed that works for you. 

To sum up, a move to the cloud should not require settling for a lesser solution or a narrower offering. The perceived obstacles for moving your contact center to the cloud are things of the past.

Leading brands rely on the Verint Cloud to engage with customers and power more than 3 billion customer interactions per year. The results? Amazing customer experiences.

As a leader in cloud solutions, Verint offers full-featured, unified customer engagement solutions to fit your organization's needs and budget, whether you're a large, multinational enterprise or a small- or mid-sized business. Click here to learn more about Verint's Customer Engagement Solutions.