Flipping the Narrative: Building a Cloud Environment for Business Outcomes

The past four years in the contact center world have been among the most dynamic the market has seen—and it’s not over yet. Cloud-based applications promise much-needed open and interoperable capabilities—but do they deliver the business outcomes organizations need?

Recent IDC interviews with contact center leaders have found an interesting shift in how they regard the role of data in their environments. The interviewees shared how their perspectives have shifted to an increased focus on gaining real-time value from data, including:

• Time to data
• Root causes versus just auditing and scoring
• Balancing employee needs with corporate needs
• A total platform

Download this Spotlight paper to learn about key features of an open-platform approach and more.