Having your head in the cloud may be a good thing

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Presented by

Experts from BT and Genesys

About this talk

Today, consumers want to communicate with brands like yours through a whole range of digital channels. Can your on-premise contact centre provide the ‘always-on’, personal service they’re increasingly expecting? Will your data be safe and accessible? And will it integrate with your legacy systems? Cloud-based solutions can help. You can be flexible, test and try, go to market at speed and adapt as needed. But there are key considerations when planning a move to the cloud. Hear from our experienced team about what to do, and just as importantly what not to do… so that your migration is simple, cost-effective and delivers what you set out to achieve. We can help you navigate through the maze of cloud-based options whether public, private or hybrid. Speakers: Laura Trapp, Senior marketing manager, BT Vijay Venugopalan, Global head of contact centre specialists, BT Morgan Hallahan, Partner director, BT EMEA at Genesys

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Customer experience is the benchmark when choosing between brands. It’s no longer about isolated interactions, but rather an end to end journey in which there are multiple interactions. Customer experience matters to consumers, with 56% saying convenience is more important than price. They want better, more personalised and more complete experiences that surprise and delight them. To meet customers’ expectations you need to be ready for every eventuality.