Contact Center Strategic Platform Assessment

The Contact Center Strategic Platform Assessment is an in-depth consulting engagement to gauge a customer's readiness to upgrade/enhance their contact center solution to meet their strategic and operational objectives. This solution may, for example, include migration to the cloud, upgrading their premise solution, or enhancing their current solution. It will answer the questions:

  • What is the right strategic, target platform for your Contact Center(s)?
  • If cloud, what type of cloud platform is best aligned with your requirements?
  • If not, what are your other platform options to meet your strategic requirements?

Contact Center and IT leadership are focused more today than ever on modernizing and improving their customer experience. According to Gartner, Contact Center's top priorities in 2020 are: 1) delivering digital channels and moving to new technology in the Contact Center, 2) improving agent experience and 3) enhancing and improving the customer experience. If you are modernizing your Contact Centers and looking to improve your service and customer experience, WWT's Digital Workforce practice can assess your Contact Center current state and provide a future state roadmap for moving to new technology, including migrating to the cloud (or strategic alternative if applicable) and delivering improved customer and agent experience.