What do you need to know when you choose your cloud contact center?

More than 50% of the contact centers have moved to the cloud, and the rest are at some stage of moving their operations to the cloud. Most platform providers have started moving their on-premise solutions to the cloud.

Everyone would inevitably want to move their contact center to the cloud. However, you have to be wary of how you choose your cloud contact center.

Not all cloud contact centers are the same.

• What questions should you ask your provider before signing up?
• Is it a simple pricing, or do they follow something very complex?
• How does the cost add up compared to on-premise solutions?
• What about your custom workflow requirements?
• What about change requests?
• Does it comply with security standards?
• Does it provide availability at all times?
• Does it comply with standards and regulations like HIPAA, PCI-DSS, SOC, TCPA, DoT, and TRAI?

Organizations considering moving to the cloud will have many questions like this. This panel discussion aims to address all of these questions and more.

Listen to our panelists discuss specifically:

• How do you define a cloud contact center?
• What are the costs associated with cloud contact centers? What pricing models are used by providers?
• How do you integrate your cloud contact center with other best-of-breed systems?
• How do you ensure the security of the cloud contact center?
• What pitfalls should you guard against while moving your contact center to the cloud?
• Real-life use cases of success and failures using a cloud contact center.

Meet The Panelist

Global Head - Customer Experience at BDx Data Centers

Mithila Mahajan

Mithila is the global head of customer experience at BDx Data Centers. She is an experienced customer success professional with a demonstrated history of working in telecommunications, consulting, and academics. She is skilled in service delivery, CRM, contact centers, customer engagement & experience.

Director & Co-Founder at Mavin RPO Solutions

Mahesh Iyer

Mahesh is the Director and Co-Founder of Mavin RPO Solutions Pvt. Ltd., a boutique RPO & HR consulting organization. He is a dynamic and innovative human resource professional with strong entrepreneurial acumen and over 25 years of extensive people experience across varied specialties in Human Resource Management, Training and Development and General Management. His exposure to employee experience coupled with customer experience will add tremendous value to this discussion.

Business Head at VKALP

Hemant Verma

Hemant is the Business Head at VKALP. He is conversant with telesales, e-commerce, BPO services, energy savings, and lead generation. As the head of a successful BPO business, he handles the end-to-end operations and leads a team of over 1000 employees. He is adept at successfully balancing the needs of the business with the needs of his clients.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.