According to Gartner, CCaaS will be the preferred model for 50 percent of contact centers by 2022, up from only 10 percent in 2019. But just because contact centers are suddenly flocking to CCaaS doesn’t mean they’ll be successful. To choose the right vendor and achieve the best results, you need to begin with a clear sense of why you’re making that jump in the first place.

You need to have a firm understanding of everything we’ve been talking about in this mini-series thus far. What tools can you use to make your CX more channelless, effortless and customer-focused? How can you reduce costs not only by leveraging cloud economics but also by addressing the much larger share of personnel costs through shifting your channel mix and improving agent efficiency? Where are the biggest opportunities, and how can you prioritize your goals accordingly?

Trust me, once you dive into the enormous and extremely convoluted universe of competing CCaaS solutions, it’s all too easy to get lost in the weeds. So throughout the vendor selection process, it’s important to stay laser-focused on exactly what it is you’re trying to achieve. By staying true to your most critical desired outcomes and letting them drive the evaluation, you maximize your chances of making the right choice for your organization.

Tune in to more videos on cloud contact center solutions:
How to Evaluate Your Next Contact Center Solutions Provider -    • How to Evaluate Your Next Contact Cen...  

Why Migrating Your Call Center to the Cloud Is Imperative -    • Why Migrating Your Call Center to the...  

Does Your Contact Center Need a Full Cloud Deployment? -    • Does Your Contact Center *Need* a Ful...  

Learn more about CxEngage - The Human-centric Contact Center - https://www.lifesize.com/cxengage​​​