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Leveraging the Cloud for Customer Service Innovation

Diagram -  Information Driven Contact Center

The last few years have seen a dramatic change in work processes, driven by the need to provide access to business enterprise systems and data in an agile remote environment. This has created an acceleration of cloud computing and SaaS deployments, including Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). However, remote work is only one reason to deploy services in the cloud. Cloud deployments create an opportunity to rework business processes and provide personalized customer experiences (CX) and empowered, fulfilling employee experiences (EX).