09/14/2021 | News release | Distributed by Public on 09/14/2021 06:15
Contact center leaders are evolving and moving their operations and infrastructure to the cloud. Nuance is accelerating and improving that process with a suite of AI services that integrate seamlessly with any Contact Center as a Service (CCaaS) or cloud provider. Here's how we're taking the CCaaS revolution to the next level and helping contact center leaders deliver consistent omnichannel brand experiences with future-proofed solutions that unlock the full value of the cloud.
Over the last few years, we've witnessed the accelerating transformation of the contact center with brands using digital and voice-powered technology to bring their customer engagement visions to life. That includes the shift of contact centers to the cloud. Doing so enables enterprises to quickly increase agility, reduce costs, and focus on serving customers instead of managing infrastructures. Nuance has advanced as well, shifting the focus of our technology innovation, the customer engagement solutions we deliver to customers, and many of our own operations to the cloud.
The new cloud imperative
The promise of lower TCO and greater flexibility makes it easy to see why so many contact center leaders are moving to the cloud. The business case is so compelling that the global CCaaS market is growing at an impressive 23.1% CAGR and expected to be worth $44.8 billion by 20251.
It's never been more important for contact center leaders to determine if partnering with a CCaaS provider is the right approach for their organization and if that provider enables more agile and responsive operations. CCaaS investments also should deliver longer-term ROI with future-proof solutions that can be adapted and expanded as needed via the cloud.
However, too many cloud contact center platforms are focused on taking advantage of current market demand - and customer IT budgets - without a clear commitment, demonstrated ability, and domain expertise needed to address current and future needs. Contact center leaders simply can't afford - financially or competitively - to wait for or chase promised benefits at the expense of customer satisfaction. Finding out months or years down the road that a selected provider cannot deliver needed solutions over time is troubling enough. Finding that out after having discarded investments in existing on-premise infrastructure is even worse.
Avoiding the potential pitfalls of CCaaS
The difference between success and regret comes down to taking a careful and detailed look at the provider platforms and experience, especially in vertical and highly specialized markets. There are a few common mistakes to avoid:
Enter: Nuance Contact Center AI for CCaaS
Nuance offers access to our core speech-to-text, text-to-speech, and natural language understanding and dialog engines through open APIs. We also offer Nuance Mix, our conversational AI tooling platform, which makes DIY development simpler-and more effective-than ever.
In addition, we now provide a suite of cloud-native AI services that integrate seamlessly with any CCaaS provider to add an intelligence layer to their cloud-based contact center. The result is that companies can realize the full value of the cloud by combining flexibility, scalability and superior TCO with market-leading customer engagement, biometric security, and agent empowerment solutions. This enables them to take a true optimization approach to cloud migration while protecting investments in existing infrastructure and future-proofing their modernized cloud solution.
With Nuance Contact Center AI services, you can move to the CCaaS provider of your choice, deliver superior customer experiences, and maximize long-term ROI with:
Unlocking the value of CCaaS
It's an exciting time to be working with contact center leaders and giving them the ability to realize sustainable long-term ROI from the cloud, not just short-term cost-savings. I'm also excited to see our customers transform their operations by combining the best of the cloud with our best-in-class Contact Center AI services. There's huge potential for them to realize significant business value from their existing and cloud investments well into the future.
Learn more about how Nuance can help you transform into a virtual engagement center.Learn more