Navigating Contact Center Migration: Top Lessons for Seamless Transition and Innovation
Learn about how to migrate your contact center through Intervision backed by AWS. In this clip we discuss the impact of AI, CRM and employees when undertaking a migration to a modern, cloud based contact center.
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The webcast with Intervision covers three essential lessons learned from successful contact center migrations. Lesson one discusses how to migrate to modern contact centers in weeks rather than months. It emphasizes the advantages of cloud-based centers, such as scalability, reliability, and enhanced customer experience. Lesson two highlights the strategy to start small and innovate progressively, allowing for continuous improvement and adaptation to new features. Lesson three addresses the integration of Artificial Intelligence (AI) over existing solutions to enhance customer interactions and operational efficiency.
Intervision's contact center specialists, Josh Ellis and Neil Leyland, share their experiences. Josh Ellis, an Amazon Connect specialist, highlights the swift and improved functionalities provided by cloud-based solutions. Neil Leyland, with a background in operational efficiencies, discusses the strategic integration of technology in contact center operations. They both note the shift from traditional cost-center models to modern customer experience centers.
The discussion then turns to the agility and cost-effectiveness of cloud-based contact centers, which contrast with the static nature of traditional ones. The cloud model, especially Amazon Connect, allows for flexible scaling and expense management. Intervision, as an Amazon Premier Partner, leverages their expertise to expedite the migration process, emphasizing the need for operational understanding and the integration of new features for optimal customer experience.
Finally, they discuss the ongoing nature of innovation in contact centers, with AI playing a significant role in enhancing customer experience across various channels. AI is used to improve front-end interactions through chatbots and natural language processing and back-end processes by guiding agents with real-time data and suggestions. This integration of AI is part of a larger, iterative approach that continuously evolves to keep pace with technological advancements and changing business needs.
Intervision's contact center specialists, Josh Ellis and Neil Leyland, share their experiences. Josh Ellis, an Amazon Connect specialist, highlights the swift and improved functionalities provided by cloud-based solutions. Neil Leyland, with a background in operational efficiencies, discusses the strategic integration of technology in contact center operations. They both note the shift from traditional cost-center models to modern customer experience centers.
The discussion then turns to the agility and cost-effectiveness of cloud-based contact centers, which contrast with the static nature of traditional ones. The cloud model, especially Amazon Connect, allows for flexible scaling and expense management. Intervision, as an Amazon Premier Partner, leverages their expertise to expedite the migration process, emphasizing the need for operational understanding and the integration of new features for optimal customer experience.
Finally, they discuss the ongoing nature of innovation in contact centers, with AI playing a significant role in enhancing customer experience across various channels. AI is used to improve front-end interactions through chatbots and natural language processing and back-end processes by guiding agents with real-time data and suggestions. This integration of AI is part of a larger, iterative approach that continuously evolves to keep pace with technological advancements and changing business needs.