Innovating the Future Customer Experience Today; Using Cloud to Stay Ahead of the Game

Posted: 11 February 2013

ipSCAPE, together with its channel partner in Asia, Telstra Global, recently linked up with the Contact Centre Association of Singapore (CCAS) to host a breakfast workshop on ‘Innovating the Future Customer Experience Today; Using Cloud to Stay Ahead of the Game’.


It’s never been more important to talk to CCAS members and Telstra Global customers about gaining competitive advantage through cloud contact centre technology. The customer experience as we know it has changed and continues to change at pace. Loyalty is fading and customers are swiftly changing suppliers if they don’t feel their (steep!) demands are being met. As businesses look for greater flexibility and agility in responding to customer needs, the demand for a public cloud technology model for customer service is on the rise.


Ahead of an interactive panel discussion, the breakfast workshop kicked off with keynote speaker Andrew Milroy, Vice President of ICT Research Asia Pacific, Frost & Sullivan. He highlighted the growing demand for cloud services across the region, the benefits public cloud bring to the contact centre, as well as the forces driving the shift from an on-premise hardware approach to cloud software.


Our industry expert panel, comprising of contact centre operators, entrepreneurs and CEOs contributed their varying views and insights, sharing key examples of how the customer experience has and continues to transform, the competitive advantage cloud enables in the contact centre and the hurdles/challenges of implementing cloud software.


The workshop culminated with a demonstration of cloud contact centre software as Telstra Global’s sales specialist Chris Allison led us through a use study scenario, describing the key product features which enable greater agility and flexibility in the contact centre.


Insights from the experts at workshops such as this, add huge value to the quality of the debate around cloud and the customer experience. Listening and learning to not only members of the panel, but also contact centre operators in the audience, highlights that all businesses are facing similar challenges and issues to improve the service experience and are searching for the right technology to enable this.