This blog post was co-authored by Empirix partner, Genesys. Read the rest here.
Cloud technologies continue to dominate IT conversations about deployment options. Professional pundits opine while boardrooms question whether Software as a Service (SaaS) solutions can deliver the same level of functionality as their on-premises brethren. The question they should ask is how they can preserve customer experience — it’s the heart of any successful deployment.
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This isn’t an easy task, however. Contact center teams describe their environments as mired in complexity and uncertainty. To make matters worse, the need to deliver strong results is contrasted with the stark reality of dwindling resources. This is where cloud technologies can help — rapid scalability, third-party hosting and reduced operational expenses allow burdened teams to reallocate resources to more critical priorities.
But giving up control of on-premises solutions presents a new challenge — blind spots form, blocking contact center teams from having the visibility they need across the entire customer journey. Lacking visibility into network, application or infrastructure performance exposes customers to dropped or misrouted calls, latency, poor voice quality and more. One operations manager stated, “We are blind. We have no idea where these calls are going or if it is going to work.”
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