Key Takeaways from the Opus Research/Speech-Soft Webinar

Key Takeaways from the Opus Research/Speech-Soft Webinar

As more companies undergo digital transformation, there are many new challenges and opportunities. Lead analysts and software engineers from Opus Research and Speech-Soft came together to share their expertise and discuss the past, present, and future of migrating customer care to the cloud. From their wealth of knowledge, here are 5 key takeaways to help you understand the complexities and possibilities with digital transformation.

  • Digital transformation is necessary to stay competitive.

Digital transformation is the inevitable path as technology and communication evolve. Those who want to stay competitive must adapt and embrace all the new opportunities that come with it. Migration to the cloud promises greater flexibility, reliability, and expandability at a reduced cost. However, you also need a fundamental understanding and framework through the transition. Speech-Soft Solutions helps guide its clients through the complete digital transformation so they receive the operational and financial benefits of migrating.

  • Companies must utilize their online resources to connect with their customers.

The primary goal of migrating customer care to the cloud is to create the best experience possible. Therefore, you should utilize the online resources available to connect with people. Omni-channel customer support gives customers more choice in how they interact. Depending on their specific needs, they have access to self-service options, IVR, chatbots, and live agents.

Additionally, your digital tools can also prevent small issues from becoming larger ones. By monitoring both systems and dialog performance, you can detect failures and remedy them in real time. This gives you the power to mitigate hurdles more effectively and streamline the customer journey.

  • Many companies struggle to manage and maintain optimal customer care in both on-premise and hosted environments.

Oftentimes, clients buy into the sales representatives’ promises. However, they fail to realize the specialized skills and tools it takes to develop the applications and software to assist with the transition. It takes a considerable amount of time and planning to achieve the desired results.

Unfortunately, complete migration isn’t always as easy as the sales team makes it out to be. Some companies start the process and fail to finish, then are hesitant to try something new because they have already encountered so many obstacles. Others invest in the product, but spend more in maintenance down the line. That’s why Speech-Soft focuses on creating the framework and overall design of each client’s path through migration to the cloud. They provide support and solutions at every step.

  • There isn’t a single prescribed approach.

Although many platforms allow you to integrate other AI products, it isn’t always an open approach. It largely depends on the current limitations of your legacy system. In some instances, clients decide to build an entirely new platform with customized tools and software. Although there are advantages for each strategy, you must choose the one that has the most value for your business.

Therefore, Speech-Soft takes a customized approach with each client and designs a framework that best suits their specific needs.The team must first assess the legacy system and components that are already in place. Not only does this provide the foundation to build on, but it also allows clients to retain the value of their initial investment. The next step is to design or create missing pieces to bridge the gaps between systems. By establishing a framework through digital transformation, the Speech-Soft team ensures the smoothest transition possible.

  • You must build the right migration team to support your customer care as you migrate to the cloud.

Digital transformation is more complex than the push of a button. It requires executive sponsorship and a unified approach at all levels. So, you need to build the right team with the right combination of skills and expertise. Migration takes time, and you will need to manage both systems as you phase to the cloud.

As you choose the team, your advisory board should include people who represent all interests including the agents, your vendors, the business model, systems experts, and the telecom team. Ideally, you will also retain people trained on the old system and help them learn to navigate the new one. Through coordinated efforts when laying the groundwork, you can achieve a seamless migration to the cloud.

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