• Sign Up, It's Free
  • Get Our Newsletter Plans & Pricing
    Generic selectors
    Exact matches only
    Search in title
    Search in content
    Post Type Selectors
  • Categories
    • Hybrid Work
    • Video Conferencing
    • Cloud Calling
    • Collaboration Devices
    • Customer Experience
    • Event Management
  • Hybrid Work
  • Video Conferencing
  • Cloud Calling
  • Collaboration Devices
  • Customer Experience
  • Event Management
 
  • Blog home
  • >
  • Customer Experience
  • >
  • Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud
Collaboration, Customer Experience

Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud

Jan 8, 2020 — Zack Taylor

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud.  According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. And their top three reasons for doing so are ease of management and scale, software currency, and continuous feature delivery. What is a cloud contact center?

These are just a few of the many benefits that cloud technology brings to a business including flexibility, security, capex versus opex, IT efficiencies, and access to innovative technologies that are only available in the cloud.

However, only 15% of all contact centers globally and 9% of all large contact centers with over 250 agents have transitioned to the cloud. What is behind these low numbers?

A practical and unique approach

Swapping out your existing contact center infrastructure investments is most likely not an option. This can be risky, costly and extremely disruptive to your business and your customers.

Cisco takes a practical approach to help our customers make this important transition. This uniquely enables our customers to create better agent and customer experiences by taking advantage of technologies like artificial intelligence, machine learning, natural language processing, cloud data analytics, and more while leveraging their on-premises contact center investments.

Mindfulness minimizes risk and disruption

Your contact center is one of the most interconnected applications in your enterprise, with dozens of integrations to multiple systems. It is multi-threaded and highly dependent on reliable real-time communications with your customers. In fact, this is one of the reasons many have not yet moved their contact center to the cloud. Our global survey indicates that the top reason for this dynamic is the potential for business disruption, particularly for larger contact centers.

Consider all the action that’s happening at the agent desktop which is the focal point for customer service applications.  Being mindful of how a cloud transition will impact your agents’ ability to serve your customers effectively and in a timely manner is of utmost importance. The costs and risks could be high if your agents’ experience is not considered. Our survey indicates that the average cost to onboard an agent is between $10,000 and $20,000 per agent, and the average time to onboard an agent is 2-4 weeks. Often times these dynamics are not considered when creating a cloud contact center business case.

So how do we get there?

If the cloud is your contact center destination, there are practical steps that should be taken. Join me for this insightful webinar to explore the best practices that maximize the value of your contact center investments, and minimize risk and disruption to your business as you prepare to move to the cloud.

Join our webinar today, and read our eBook to learn more about the latest cloud contact center innovations.

Learn More

Announcing the New, Global, Scalable, and Cognitive Cloud-Based Webex Contact Center
Why you need guardrails for your contact center
Going Cloud? Get There on Your Own Time with Cisco Webex Edge for Calling Architecture

Webex For Government Offers Enhancements for Healthcare, Mobile Users and Developers
May 24, 2022 — Thomas Wingfield

Top communication tips from the acting world to help you shine during virtual meetings (or in-person)
May 19, 2022 — Emily Brooks

How one design company keeps creativity flowing in the hybrid work era
May 19, 2022 — Emily Brooks

How we taught new languages to Webex Assistant
May 16, 2022 — Kelsey Kraus

Small business brings world leaders together through a reliable, secure solution with Webex Meetings
May 12, 2022 — Shawna Anthony

Connect With Us
  • This newsletter is for you.

    Our monthly newsletter, The Collaboratory, features fresh insights from collaboration experts, plus tips & trends, new product announcements, and the latest on the biggest events of the year. Sign up to stay in the loop!

Webex logo
Get started for free.
Additional features, storage, and support start at just one low price.
Sign Up, It's Free See Plans & Pricing
Small Business
  • Pricing
  • Webex App
  • Meetings
  • Calling
  • Messaging
  • Screen Sharing
Enterprise
  • Webex Suite
  • Calling
  • Meetings
  • Messaging
  • Slido
  • Webinars
  • Events
  • Contact Center
  • Experience Management
  • imimobile
  • Security
  • Control Hub
Devices
  • Headsets
  • Cameras
  • Desk Series
  • Room Series
  • Board Series
  • Phone Series
  • Accessories
Solutions For
  • Education
  • Healthcare
  • Government
  • Finance
  • Sports & Entertainment
  • Frontline
  • Nonprofits
  • Startups
  • Hybrid Work
  • Integrations
  • Developers
Resources
  • Downloads
  • Help Center
  • Join a Test Meeting
  • Online Classes
  • Accessibility
  • Inclusivity
  • Live & On-Demand Webinars
  • Webex Community
  • News & Innovations
Company
  • Cisco
  • Contact Support
  • Contact Sales
  • Webex Blog
  • Webex Thought Leadership
  • Webex Merch Store
  • Careers
  • Webex Leap
© Cisco and/or its affiliates. All Rights Reserved.
  • Terms & Conditions
  • Privacy Statement
  • Cookies
  • Trademarks
  • English
    • Chinese (Simplified)
    • Chinese (Traditional)
    • French
    • German
    • Italian
    • Japanese
    • Korean
    • Portuguese (Brazil)
    • Spanish
  • 简体中文 (Chinese (Simplified))
  • 繁體中文 (Chinese (Traditional))
  • English
  • Français (French)
  • Deutsch (German)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • 한국어 (Korean)
  • Português (Portuguese (Brazil))
  • Español (Spanish)