Taking on the Insurmountable: Migrating Customer Care to the Cloud

Presented by

Scott Baker, Senior Analyst, Opus Research; Dan Miller, Lead Analyst, Opus Research; Greg Stack, SVP, Speech-Soft

About this talk

Digital Transformation is hard! But, these days, it’s mandatory. To stay competitive, companies must make themselves available to their as they turn to online resources and mobile devices to make crucial contact. The problem is that, as they support omnichannel and multi-modal strategies, they are moving IVRs and contact center resources to “the Cloud.” And many businesses are challenged to manage and maintain optimal customer care for both an on-premise and hosted environments. Join Opus Research and Speech-Soft Solutions as they describe critical steps you can take to master the dual challenges presented when companies must apply new technologies to respond to customers’ rapidly changing expectations. Topics include: * The Checkered Past of Cloud Migration * What’s New? – Adding AI-infused Resources * Why Now? * The Self-Service Saga

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