Feeling overwhelmed by a tangled mess of disparate customer service (CX) systems? You’re not alone.
Many businesses struggle to navigate disconnected, bulky solutions that’ve been grouped together with little thought, creating a beast known as the “frankenstack”.
Tech that doesn’t work together in harmony creates an incredibly frustrating experience for both agents and customers. However, as our panel discussion with ScS and NCFE at NICE Interactions revealed, there is a solution.
This blog post covers key takeaways on cloud migration and CX transformation, featuring insights from Account Director at SVL, Anne Holmes, Head of Customer Service at NCFE, Brian Queen and Director of Customer Experience at ScS, Dan Bennett.
How can a complete CX solution support your contact centre?
Firstly, it’s within your best interests to replace clunky, disconnected CX systems with a unified platform in the cloud, such as NICE CXone.
By migrating to the cloud, businesses can expect many benefits including.
Increased efficiency
Empower agents with a central hub for all customer interactions, boosting efficiency and satisfaction.
Reduced costs and complexity
NICE CXone removes the need to manage and maintain multiple systems, leading to significant cost savings.
Valuable insights
The ability to leverage powerful analytics to understand customer behaviours and improve service delivery.
Seamless self service
Easier self service that enables customers to independently resolve issues through chatbots or knowledge bases.
Real world success stories
Brian, from NCFE, shared his experience migrating from a disparate system to NICE CXone.
Brian was able to use the systems’s insights to see a remarkable 8% reduction in FTEs, improved operational efficiency, and gained valuable customer insights through the platform’s analytics.
Dan, from SCS, described their journey of adopting CX One in stages. Dan’s team overcame cultural resistance and successfully implemented self-service options, providing a much better customer experience.
Additionally, Dan is now working on integrating CX One with their CRM system to streamline operations further.
Both felt the switch to CXone had greatly benefited their team and customers massively.
Final tips for successful CX cloud migration
It’s worth keeping in mind that cloud migration is a journey, not a destination. It will require some investment from you.
For a smooth transition, preparation is key, invest time into supporting your team to understand the benefits of the platform. They’ll quickly see how it can make their lives easier.
Provide your team with ongoing training and guides so they become experts who fully understand how the platform functions.
We’d recommend partnering with a trusted cloud migration specialist to ensure a successful implementation.
We can guide you through every step of the process, ensuring you’re confident and comfortable with your new system.
Ready to Conquer Your CX Challenges?
By embracing cloud migration and a unified CX platform like CXone, businesses can transform their customer service operations.
Improved agent experience, reduced costs, and happier customers – that’s the power of banishing the Frankenstack and implementing a streamlined CX strategy.
Feel free to reach out to our team for guidance on how you can explore cloud migration options and discover how NICE CXone can revolutionise your customer experience.
