Cloud Contact Center: Customer Centricity with Greater Agility & Less Cost

While it is possible to deliver a great personalized experience to customers without technology when a company is small, it is not as easy once the business gains scale. When this occurs, it is time to transition from an informal service/sales organization to a more structured operating department that utilizes best practices and systems to achieve company goals cost effectively. This paper will help Operations and Contact Center leaders build a compelling business case to make the needed investments in the contact center.

SumTotal Systems is currently #2—and growing—in the learning management space, providing content, training, professional certification, compliance and more to industries as diverse as universities and pharmaceuticals. Having a contact center that provides efficient, reliable service in every interaction is critical: Administrators and end-users alike depend on SumTotal every day to provide the support they need. With an aging, on-premise system, this wasn’t always the case. But it all started to turn around in 2011, when SumTotal began working with NICE CXone and integrating CXone products into its operation. Now the sky’s the limit for SumTotal’s customer support, including a new mobile app on the horizon.

This report illustrates the top factors driving companies to invest in a cloud-based infrastructure, and the results associated with this strategy. Don’t miss the three sets of vital capabilities that help organizations maximize returns from investments in cloud technology.