When the pandemic forced customers to stay home and digitally engage with organizations, contact centers were flooded with record-breaking call volume and online demand while their agents were transitioning to remote work.
Some contact centers with traditional, on-premises solutions were forced to quickly migrate to Contact Center as a Service (CCaaS) -- cloud-based platforms that are hosted and managed by a provider -- to enable flexible customer care and a distributed workforce.
The contact centers that successfully migrated to CCaaS have experienced firsthand how cloud improves the customer and agent experience, reduces costs, enables more agile operations, and ensures business continuity. Gartner reports at least 50 percent of contact centers will adopt CCaaS by 2022.
Now is the time to transform your contact center platform and WWT can help.
Our independent guidance and customer-centric approach combined with our consulting expertise of leading contact center platforms and applications allow us to help you make the right decisions at every stage of your contact center transformation.
In our buyer's guide, we'll help you navigate and accelerate the contact center decision-making process by providing:
Key steps for identifying and prioritizing solution requirements that will yield the most value.
A framework for making the right contact center technology decisions faster.