The cloud imperative for customer experience
Understand how the cloud imperative is part of the greater trend of contact centers adding value to organizations
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Cloud migration is no longer optional for delivering customer experiences (CX) in the age of artificial intelligence (AI). It is part of the transformation of the contact center. In fact, 69 percent of corporate leaders view contact centers as value centers. As a result, contact centers have raised the bar while customers are raising expectations. To keep up with the tremendous change, many are turning to cloud contact center-as-a-service (CCaaS) solutions.
Recently, Metrigy conducted a study that can help CX leaders understand how to stay relevant and fresh amid continuous advancement of technology like AI and transition seamlessly from legacy systems to the cloud.
This comprehensive study reveals:
- Why contact centers are being viewed as value centers.
- How legacy systems are holding back AI innovation and CX transformation.
- Proven business impacts: 26.3 percent improvement in customer ratings and 21.2 percent revenue growth.
- Key organizational and technological best practices for cloud and AI success.
Ready to put these insights into action? Amazon Connect is an AI-powered customer experience solution that delivers seamless, personalized experiences across all channels. It optimizes your entire customer journey without cost-driven compromises.
