By James Hughes, Group Head of Solutions at Sabio Group
Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems.
But what’s even more concerning is that those who've made the leap to cloud solutions aren't necessarily reaping the promised rewards.
As a matter of fact, a majority of those same organisations have no idea where the problems are occurring in their customers’ journeys, mainly because they haven’t tested the journey for themselves. These crucial insights can be gained by simply calling their own contact centre and experiencing the CX they provide for themselves.
After all, you’ve made a significant investment to move your contact centre to the cloud, so why not make sure you’re getting the best from it?
These pressing industry challenges – and more - lie at the heart of an upcoming webinar being hosted by our team at Sabio Group, supported by our partner Avaya, on Thursday, December 12th.
Entitled "Unlock CX Innovation," the webinar promises to tackle head-on why cloud transitions are falling short and, more importantly, how to ensure your organisation doesn't become another cautionary tale.
The Status Quo Isn't Working
Although investment in complex, often bespoke, on-premise contact centre infrastructure continues, recent research from Sabio has revealed that more than 60% of companies across the UK market are continuing to rely on clunky, outdated versions of on-prem platforms. While these systems have historically provided robust voice communications, they're increasingly becoming barriers to innovation in an age where customer expectations are evolving at breakneck speed.
But here's the real kicker: among the organisations that have ventured into cloud territory, the picture isn't as rosy as some vendors might have you believe.
Gartner's latest findings show that up to 65% of business buyers are experiencing "buyer's remorse" with their cloud investments. The culprits? Unforeseen costs and implementation complexities that weren't part of the glossy sales pitch.
The Great Cloud Disconnect
The disconnect between cloud CX expectations and deployment realities is creating a widening gulf that threatens to swallow both operational efficiency and customer satisfaction. Traditional on-premise systems, while reliable, are increasingly becoming innovation bottlenecks. Meanwhile, commodity CCaaS (Contact Centre as a Service) vendors are failing to deliver on their promises of enhanced efficiency and improved customer satisfaction.
At Sabio over the years, we've continued to see a concerning trend where organisations are either sweating outdated assets to their detriment or rushing into cloud transitions without proper strategic alignment. Our upcoming webinar is about helping businesses navigate between these two extremes and find a path that actually delivers results.
Beyond the Feature Checklist
During our webinar, we’ll challenge the conventional wisdom of cloud transitions. Instead of focusing on feature lists and technical specifications, discussions will centre on achieving measurable operational improvements that ensure cloud CX investments deliver 3-4x returns – typically within the first 18 months.
Key topics will include:
- Strategies for reducing annual operational costs by up to £4.2 million in a typical 500-seat contact centre
- Practical approaches to automation and AI implementation that drive genuine efficiency gains
- Methods for aligning cloud CX capabilities with specific business outcomes
- Techniques for avoiding the common pitfalls of cloud transitions
We will host discussions that will look at introducing a pragmatic framework for cloud CX transformation that focuses on outcomes rather than features. This approach has already helped organisations achieve significant improvements in key metrics such as first-contact resolution rates, average handling times, and customer satisfaction scores.
Attendees will learn how to:
- Identify and prioritise the top 10 CX issues that address 95% of their challenges
- Create a realistic roadmap for cloud transition that aligns with business objectives
- Leverage AI and automation without compromising service quality
- Calculate and track ROI on cloud CX investments
It’s Time for Honest Conversations
Instead of glossing over challenges, it’s time to tackle them head-on. On Thursday, December 12th, we’ll aim to provide attendees with practical strategies for successful cloud CX transformation.
Whether you're still operating on-premise systems or struggling to realise the benefits of an existing cloud implementation, this event promises to deliver actionable insights for achieving genuine CX transformation without compromise.
The time has come for honest conversations about cloud CX transformation. Join industry leaders and peers on December 12th to be part of the solution.