CX leaders understand the speed, flexibility, and overall agility that cloud services can bring to their CX strategies. But many see only one solution to the challenges they’re facing: Rip and replace the entire contact center infrastructure. They often delay pulling the trigger for months or years because they know such a massive transformation will be very disruptive. There is a less-disruptive solution for on-premises contact center platforms. Some providers offer an over-the-top technology platform that allows companies to quickly develop, integrate, and host CX apps, and allow Contact Centers to maintain control and security of their solution.
This e-Book from our partners at Intelepeer sets out a path towards innovation, including how to incorporate omni-channel automation, AI, and analytics.