Technology

Cloud Transformation

We know that agency contact centers are under extreme pressure to reduce costs while improving their customer experience. Cloud-based systems are cost-efficient and simple to deploy and manage, offering the ability to easily integrate systems that are secure and effective. Cloud transformation has a direct link to your customer experience strategy and will enable your agency to offer advanced omnichannel capabilities and security to your customers. We provide your agency with both functional and technical expertise and supply innovative recommendations for future-state optimization efforts.

A cloud-based contact center also supports your agency’s ability to scale quickly and adopt a flexible labor distribution strategy with work-at-home options as a key strategic output of your footprint and capacity planning efforts. Deployment of cloud-based technology solutions enables your agency to consolidate sites or disperse support reps in a way that achieves significant operational efficiencies.

Tactical Deliverable Examples:

  • Needs Assessment
  • Requirements Gathering and Documentation
  • User Acceptance Coordination and Testing
  • Training Facilitation
  • Performance Monitoring
  • Project Management
  • End-to-End Migration Plan
  • Commercial-Off-The-Shelf (COTS) Implementation and Customization