Contact Center Pipeline September 2022 September 2022 - Page 32

CLOUD CONTACT CENTER

ILLUSTRATION PROVIDED BY APINAN ADOBE STOCK

DO WE KNOW CLOUDS ( CONTACT CENTERS )? UNDERSTANDING THIS TECHNOLOGY ENVIRONMENT .

BY BRENDAN READ , CONTACT CENTER PIPELINE
“ I ’ VE LOOKED AT CLOUDS FROM BOTH SIDES NOW FROM UP AND DOWN AND STILL SOMEHOW IT ’ S CLOUD ’ S ILLUSIONS I RECALL I REALLY DON ’ T KNOW CLOUDS AT ALL ”

The hosted cloud , with solutions and also data on third-party networked servers , has arguably dominated the contact center technology conversation for the past decade .

But do we truly know the cloud environment , including the forces moving customer contacts and the information to it ?
For insights I turned to contact center operations and technology authority Laura Sikorski . Here is our conversation .
32 CONTACT CENTER PIPELINE
— JONI MITCHELL ( BOTH SIDES NOW )
Brendan Read ( BR ): Are contact centers truly ascending their core solutions to the cloud ? Or are they keeping them on the ground , i . e ., on-premise ?
Laura Sikorski ( LS ): First , let us look at what contact center infrastructure ( CCI ) is .
Gartner “ defines CCI as the products ( equipment , software , and services ) needed to operate call centers for telephony support and contact centers for multichannel support .”
“ A third deployment option for CCI is as a core component for customer engagement centers . One in which functionality is tightly integrated with CRM system ( s ) and social media channels to give a ‘ single view of the customer ’ across all touchpoints .”
According to Gartner , technologies and features include Voice Routing , Digital Channel Routing , and Workforce Engagement Management .
VOICE ROUTING
• Telephony Infrastructure
• IVR and voice portals for self-service applications , including speech-enabled self-service
• Outbound dialing / proactive contact
• Virtual routing applications for multisite and work-from-home ( WFH ) scenarios