The contact center landscape is changing as customers are increasingly demanding immediate, personalized service at any hour. There is constant talk around how hesitant some companies are to move to the cloud or make any changes at all to their communication solutions. Change can be overwhelming, but are they considering how much the right cloud-based platform will transform their business for the better?

If a customer has a problem, they expect a fast resolution any time of day or night. The combination of Machine Learning and cloud communications is making all kinds of customer experience strides possible.

Pay only for what you use, without the complexity of capacity forecasting, long-term contracts or minimum commitments.

Traditional communications platforms feature confusing and problematic pricing models, whether it be flat named user, concurrent user, or usage-based pricing. They are overly complicated and have many hidden fees. With flat named user pricing, companies have to buy a license for every person and experience a lot of waste between multiple shifts and part-time employees. Seasonal spikes are impossible to predict and plan for financially. With concurrent user pricing, you pay for several users’ access for the price of one, but are left with complicated matrix tables to compute your costs. Who can log-in when, and how can your finance department accurately predict usage?

We believe the next “channel” of a modern omni-channel solution is the addition of Artificial Intelligence (AI) and Machine Learning (ML) to supplement the overall user experience.