From Business Case to Best Practice: A Public Sector Guide to Deploying a Cloud Contact Center

Any journey that seeks to reach a desirable destination should be undertaken with the assistance of a reliable guide, particularly if going might get rough. Migrating to a cloud contact center is no exception. A trusted cloud-transition guide can serve as a technical resource to practitioners every step of the way. The cloud experts at NICE inContact have made the journey to cloud many times – leaving behind legacy, on-premises contact centers to lead enterprises and government agencies to a transformative digital solution.

Before moving a contact center to the cloud, consider:

  • Building the business case and auditing existing environments
  • Establishing KPI's for your production environment
  • Success benchmarks for implementation
  • Understanding the citizen journey when they engage with your agency, vendor selection, and integration with CRMs
  • What changes you may need to consider to your IT policy

Guest Speakers:

  • Brian Mistretta, Product Marketing Director, NICE inContact
  • Jeff Thode, Principal Solutions Architect, NICE inContact
  • Becca Alvarez, Sr. Project Manager, NICE inContact

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