Cloud Next-Generation Customer Support Offers Speed, Flexibility and Scalability

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Cloud customer support is a rapidly growing option for brands that seek to improve their customers experience with solutions that are robust, flexible and scalable. Changing customer preferences for interacting with brands creates a business necessity to offer omni- channel consistent and personalized support. However, brands must consider many variables when evaluating a cloud provider for customer support. These include the service provider’s ability to offer a solution that improves current operations efficiencies, supports emerging social and mobile channels and delivers superior customer experience. Many vendors now offer cloud solutions for customer support. This report provides insight into the types of vendors offering cloud solutions and makes suggestions for developing a business case for moving to the cloud. Additionally, it offers pragmatic recommendations for getting started and making your move to the cloud successful.

Purpose & Intent: 

Customer support grows in complexity as new demands for services and expanding customer expectations increase in magnitude. The cloud is an effective means to deliver differentiated services quickly and provides greater flexibility for meeting customer demands. Constellation Research examines these complex demands in this comprehensive market overview.

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