Companies seem to know that modernizing their contact center and upgrading technology will help improve the customer experience, and therefore, better support the business. In our survey, when asked how to improve customer experience, our respondents voted “providing agents with better tools” (66%) as a close second only to “improving agent training” (69%). 

Yet companies find it challenging to provide better tools because of the complexity of their existing technology stack. For that reason, cloud solutions have become a compelling option, as they present a nimbler and faster way to implement innovative technologies that better reflect the ever-changing developments in digital customer conversations.

Cloud solutions enable businesses to address the modern challenge of delivering anytime/anyway communications in a manner that today’s demanding customers expect.