云联络中心：为数字优先的世界实现客户服务现代化

Uncover how organizations are leveraging the cloud to scale operations, boost agility and improve customer experiences Foreword Contents Contact center leaders today are navigating a perfectstorm: rising customer expectations, surging volumes ofinteractions and tickets and a growing mandate to domore with less. While technology is advancing rapidly,offering real solutions to these challenges, it also brings Artificial intelligence (AI) further enhances the value ofcloud contact centers. By automating routine tasks,surfacing real-time insights and augmenting agentperformance, AI enables faster, more personalized Forewordpage 2 Section 1 page 3 ThisCX Networkreport, produced in partnership withAmazon Web Services Marketplace, explores how cloudcontact centers are reshaping the future of customerservice. Featuring case studies from NICE, Pega, Section 2Enhancing CX through intelligent automationpage 6 Legacy contact center environments, with their limitedflexibility and outdated infrastructure, often fall shortof delivering fast, seamless support. They also createfriction for human agents, contributing to burnout and Section 3Enabling flexibility and innovationpage 9 Conclusionpage 12 Cloud contact centers centralize customer interactionsacross channels such as voice, email, chat andsocial media – all without the burden of on-premisesinfrastructure. With built-in capabilities for scaling andadapting to shifting customer demands, they offer CX About AWS Marketplacepage 13 IN THE NEXT SECTION:Find out about migrating from a legacy system About CX Networkpage 14 Modernizing the contact center In today’s fast-paced digital landscape, legacy contactcenters often fall short of meeting rising customerexpectations. Organizations are modernizing their “Cloud center migration will be expedited not becausethe tech people will initiate it, but because customerswho seek a solution that is quick, easy and painless The cloud contact center makes many promises and canserve as a viable solution for some common challenges. “Migrating to acloud-based, AI-driven platform plays acritical role in ensuring business continuity by providingstability, scalability and resilience. Unlike traditionalon-premises systems that are vulnerable to outages,require constant maintenance and rely on physicalinfrastructure,cloudsolutions offer real-time updates, “Culturally, the move to the cloud usually goes hand in hand with a more agile anddistributed workforce. That means leaders need to embrace new ways of working—likemanaging performance by outcomes instead of physical presence. There’s also a bigger Modernizing the contact center Seeking solutions that demonstrate the brand iscontemporary and ready to meet the demands ofcustomers is a must. When the state of Michigan’s provides insights for improvements, so the agency canbetter develop communication strategies and be ready self-service options at their fingertips. Most importantly,the new platform allowed for consistent accessibility and The art of migration to the cloud “Through our collaboration with AWS, we’re bringingtogether industry-leading AI and cloud capabilities tohelp businesses automate customer service workflows Migrating to the cloud requires a willingness to be bold The tale is old as time. With 14 centers and 5,000caseworkers, Michigan’s agency handles millions ofinteractions with constituents every year. But its systemwas slow and inefficient. Many experienced missed calls “The biggest shift is letting go of control while gainingvisibility. Operationally, you’re trading predictable In fact, AI is upgrading cloud contact centers andcatapulting them into the future. By 2026, AI couldreduce contact center labor costs by $80 billion, “Our on-premises system wasn’t really keeping up withtechnology,” says Bill Premble, director of MichiganEnterprise Contact Center (MiECC). “We needed to makesome migrations and server upgrades, and we also had “AI-driven platforms enhance operational efficiencyand responsiveness,” says Saldana. “By leveraging AI-powered forecasting and automation, businesses canbetter predict and adapt to fluctuations in customer Applying the cloud meant providing constituents withfaster and more reliable services, and this was especiallyimportant during emergency situations. The new For the state of Michigan, this transition to the cloud hastranslated into positive results. A 20 percent increasein contact volume has led to improved customer Modernizing the contact center continual improvement. At Broad River, for example,we’ve fostered a culture of adaptability throughconsistent communication and recognition of early collaboration tools, digital communication and continualtraining. Change management becomes critical, Your team needs to become comfortable withchange happening faster than they’re used to,” says award-winning booksContact Center Managementon Fast ForwardandLeading the CustomerExperience. “Culturally, cloud syst