Cloud computing holds much promise in the Middle East.
Over the past 5 years, the move to Cloud Infrastructure in the Middle East has been difficult. Unreliable and slow connections were often the root of the issue, as well as poorly designed products which lead to distrust in cloud technology.
This has now changed. After millions of dollars of investment, 2017 saw the fastest adoption of Cloud Services in the Middle East then another year. Alibaba opened its first data in the UAE and Amazon Web Services (AWS) has announced it will open its first Middle Eastern data center in Bahrain in 2019. Google and Microsoft are not far behind.
The message is simple: The Middle East is now Cloud Ready. And this is echoed by leading analysts.
By 2019, projections estimate that the Middle East and Africa will have the world’s highest cloud traffic growth rate, at 41 percent – McKinsey, 2017
We now live in an era of Customer Experience, or CX for short. All your customers are connected via multiple devices, from anywhere, 24/7. Middle Eastern customer behaviours are changing fast, with instant gratification and high levels of customer service leading the charge.
Having your Contact Center or CX Solutions in the Cloud will provide your organization with the speed, agility and features to adapt and react to your customers and rivals. As you know, not all contact centers are the same (Interesting Read: Not all contact centers are created equally), gone are the days when cloud CX solutions were simplistic and basic. Today, Cloud CX is as powerful as many on-premise CX solutions, but without any of the associated headaches.
Today, you have many choices when it comes to CX providers. For example, Genesys PureCloud is a feature rich all in one contact center solution, designed for agile organizations who demand performance and flexibility. PureCloud overcomes local legislation barriers, whereby no voice communication is transferred over the internet, instead voice communication is terminated locally at customer sites through a system called PureEdge.
Another option is IST’s OmniCloud powered by Genesys, which offers a digital customer experience platform for Web and Email with built-in pro-active social engagement that provide agents and supervisors with one unified view of all digital customer interactions, via one routing engine and reports generated from a single source.
Third-party applications can be ‘bolted’ on easily as and when required. Software as a Service (SaaS) is the biggest growing area of software licensing in recent years as integrating systems together is now made easy through readily available secure connectors which are tried and tested. For example, organizations can add IST’s Sentiment Analysis to their OmniCloud, which routes sentiment (neutral, negative, positive or questions) on social media to skilled agents, who can take the right course of action.
Lower costs and faster time to market
No need to invest in Core Infrastructure hardware like phone lines, servers and network equipment as these provided and managed from your supplier. Start-up time is considerably less meaning lower resource costs.
Greater agility to adapt to market changes
Cloud solutions allow you to react quickly to changing market conditions. Re-deploy existing agents to other critical areas of your business, or integrate new systems quickly during a new product launches. Cloud offers a ‘pay for what you need’ approach, meaning improved agility will lead to significant cost savings.
Cloud makes it easy to consume customer data
Consuming customer data via different cloud providers is made easy through reliable import and export APIs. This means your whole CX system can develop more customized and personalized services that satisfy changing customer expectations.
Adopt new technology easily
Technology is changing daily. Better and more efficient solutions that bring improved CX can be quickly easily integrated to your existing Contact Center, without the need for costly professional services.
Provide more customer-centric approach
Your customers use channels that they enjoy using. Today, its Facebook, Instagram and Twitter, tomorrow will be something else. The Cloud architecture makes it easy to focus on your customers’ preferred channels so interactions becomes more natural and engaging. These such differentiators is what sets our organization apart, which leads to improved customer loyalty and NPS.
Scale to demand and market needs
With no extra hardware cost to consider, growing or shrinking your CX services is easy. Never miss sales opportunities during demand surges with extra agents, whilst maintaining a streamlined operation during normal demand periods, will ultimately affect your bottom-line.
Ultra-low Support costs
There’s no need to pay for expensive IT support as you’ll have less hardware and software to maintain, fix and backup. Thus, allowing you to concentrate on how the technology is used to match your business needs, rather than making sure it works.
For More information on PureCloud, OmniCloud powered by Genesys and IST’s Sentiment Analysis please visit: http://www.istnetworks.com/istcloud.
To learn more about why not all contact centers are created equally, download the eBook here.
Copyright: UMS International Fz LLCTheme