These days, all roads lead to customer experience (CX).
When the end user has a bad time, the modern Internet offers them a thousand alternatives. Competitors are all too happy to help people switch over. Automations and AI make spotting upset consumers easy.
It has never been so easy to lose a customer—hence the rapidly growing focus on CX. If you can build trust with consistently good CX, small errors and mistakes are forgivable (provided you fix them). But if you struggle with maintaining CX, or try to get by with subpar CX, well… it doesn’t take much to lure your users away.
A strong tech infrastructure is absolutely essential to providing the kind of CX that is expected in this technologically rich world. It needs to be agile, secure, scalable, and smart. However, too many organizations have waited far too long to invest in the upgrades needed to meet modern customer demands.
The excuses range:
Contact centers and the organizations that use them were among the first to really feel the effects of ‘waiting too long’ to upgrade. After all, contact centers are the nexus between a large company and its customers. The pain of falling behind in CX shows up fast and expensively in this world.
Solving CX like these requires a strong and up-to-date tech foundation. And you can’t expect to do it in a vacuum: perfecting your system isn’t enough when you’re also required to interface with other stakeholders’ systems as well.
The modern approach to developing this foundation is to run a contact center on a secure, public cloud infrastructure.
On-premise means the technology is literally on site—physical servers in the building do the work. This is the oldest and riskiest system which many organizations still cling to (see ‘excuses’ above). It is hard to upgrade, does not ‘talk’ to other systems easily or at all, and is full of inefficient and “dumb” programming that cannot be tweaked without specialist knowledge.
Private cloud isn’t much better. The tech is not on site, but with no way to seamlessly connect to the outside world of third-party applications and systems, private cloud systems can fall behind as fast as on-prem platforms.
The modern solution is a secure, public cloud infrastructure. The risk and maintenance burden is spread over a large network of providers. CX needs are kept up to date, as the system can install updates and upgrades in a fraction of the time required by the outdated platforms.
GTS specializes in helping empathically migrate organizations to these secure, public cloud systems, which dramatically improves both customer and employee experiences. Get in touch today!