Cloud Contact Center After the Sale: The Good, the Bad, the Reality

Dennis Goodhart (Managing Director, New York Metro Office, Abilita)

Date: Wednesday, March 20

Time: 8:00am - 8:45am

Pass Type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Technical Level: Medium

Vault Recording: TBD

Audience Level: Medium

Cloud contact centers are promoted as a deployment model that enables organizations to use third-party software, applications and datacenters to configure and host their contact centers. The promise is quick agent on-boarding, flexibility, scalability, and business agility while potentially saving major costs over the long term. / In this panel session, we will discuss what happens after the initial implementation. We’ll get perspectives from the point of view of the consultants, value-added resellers and service providers who are there with the customer before and after the sale. We will discuss and identify positive and negative customer experiences, gotchas, glitches, concerns, costs and best practices following implementation.

KEY QUESTIONS:

* Do customers notice a difference? Are companies able to provide better customer service?

* What is the management and operational experience post-implementation? How good have the service providers and channel partners been at providing post-sale support?

* How do post-cloud costs compare to legacy costs?

* How best can companies prepare for implementing cloud in the contact center?