Customer Experience Management (CEM)

Contact centre economics and the cloud

Provided by Genesys Telecommunications Laboratories

Category Customer Experience Management (CEM)

Type White Paper

Length 11

Publish Date April 12 2018

Date posted April 12 2018


Regardless of company size, issues like your plans for customer experience and requirements for integration with legacy or third-party systems bear on your choice of cloud versus on-premises deployment..  In making the choice between cloud and onpremises deployment, many companies are moving to a best-of-suite approach, rather than trying to cobble together technologies from different vendors. Choosing a suite solution reduces the number of different interfaces for agents and supervisors, reducing training requirements. In addition, it simplifies and reduces the level of integration, implementation, and maintenance required of IT

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