Workforce Optimization Featured Article

'Fast Track' Accelerates Cloud Contact Center Adoption

April 05, 2017



Parents want their children to have the best. Late nights building science projects, editing term papers or cramming for exams all to ensure the fruit of their loins is on the fast track to success built on a strong foundation. And, as little girls and boys grow up to become successful men and women, it becomes abundantly clear how important the fast track is. For contact centers, management is tasked with ensuring operations are aces and all is well, but that can prove quite challenging with a legacy solution in place. With customer service a priority, moving to a modern contact center is necessary, but how?

Today, NICE inContact announced the arrival of a way – Fast Track. Fast Track is a suite of migration packages aimed at aiding Avaya (News - Alert) customers in the transition from rigid, on-site solutions to a cloud-based, modern contact center. 

Migration is unobtrusive and efficient, with the end result being an integrated, analytics-based contact center featuring the NICE workforce optimization (WFO) solution, customer engagement suite and complete network connectivity. In making the journey into the cloud, contact centers gain the flexibility and scale the cloud provides with the ability to turn up agents on demand. And, hybrid integration and migration options allow for seamless integration, with the components of your choosing – on-premises or in the cloud – and ensures peace of mind in knowing the exceptional level of reliability and risk reduction in the solutions deployed.

Powering this silky smooth transition are the good people at NICE inContact who develop a migration package to address the scope of Avaya customer needs. Each migration will have a project manager to keep the project on schedule; an implementation manager to review and analyze customer requirements, and tweak the configuration before and after implementation so that demands are addressed; and an onboarding manager to develop metrics to measure success of the deployment and see to it that the tools at hand are used with proficiency. Additionally, flexible training protects a firm’s investment by integrating existing NICE WFO solutions in place with inContact omnichannel routing and open cloud platform.  

“We are seeing tremendous interest from Avaya customers as they look beyond simply replacing their current system with another on-premises solution and making a permanent switch to the cloud,” noted Paul Jarman, inContact CEO. “The flexible and scalable nature of the NICE inContact cloud solution will help these organizations navigate the constantly evolving landscape of customer service by moving forward and avoid repeating past mistakes of premises-based platform limitations.”

Some may still be on the fence, but the future in is in the cloud. So, the choice is yours: stay in the slow lane, content with a legacy solution stuck in yesteryear, or live life in the fast lane and hop on that fast track. Choose wisely and the rewards are bountiful.

Is your contact center in the cloud?




 
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