CX Assurance Blog

How Can You Assure Voice Quality When You Move to the Cloud?

The contact center has become the turning point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises, including many of Cyara’s customers, are moving their contact centers to the cloud, for benefits including reduced cost to serve and a more personalized and responsive customer experience.

But as I covered in an earlier blog post, there are several considerations to address when you’re making this move. One of these considerations is that today, most cloud-based contact centers are based on Web Real-Time Communication (WebRTC), which may have an impact on voice quality.

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The 5 Keys to Assuring Your Contact Center Cloud Migration

More and more of Cyara’s customers around the world are moving their contact centers to the cloud. This is happening for many reasons, including improved flexibility and reliability, increased speed, and reduced costs. In fact, research shows that 81% of users of hosted cloud solutions say cloud has improved flexibility, while 77% say it contributes to future-proofing their technology infrastructure.

To me, cloud technology represents a unique opportunity for the industry to move beyond interactions and customer journeys to a new level of personalization based on customer lifetime value. This is because the underlying engine that gathers data and analytics about your customers is a single system rather than disparate systems that aren’t able to communicate with each other. 

While the benefits and opportunities are compelling, there is a lot of complexity and risk involved, which can hold organizations back. Risks include security concerns, cost over-runs, systems integration, the management of legacy infrastructure, and leadership inertia. 

Earlier this month, I co-hosted a webinar with Steve Nuttall, Head of CX Research at Fifth Quadrant, that focussed on the potential risks of migration and how to overcome them. We covered five key ways to assure a successful contact center cloud migration.

In this post, I’ll outline my highlights from the webinar, and how you can be sure your customers aren’t impacted when you’re embarking on a cloud migration.

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Make Migration from ISDN to SIP Easy with an Automated Process

There are just some things you can’t do manually. Migrating several thousand DDI numbers from a Telecom ISDN to SIP is one of those things. Here’s the process one government agency with 20 contact centers used to accomplish this type of migration successfully.

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Five Ways to Ensure Quality CX if You Go Offshore

You know, they said the rush to offshore contact centers had slowed. They even said some of the offshore business was coming back home. What did they know?

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Customer Experience Update