{"id":39390,"date":"2019-05-21T00:00:00","date_gmt":"2019-05-21T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/using-the-cloud-to-overcome-the-limitations-of-contact-center-1-0\/"},"modified":"2024-08-07T06:10:09","modified_gmt":"2024-08-07T13:10:09","slug":"using-the-cloud-to-overcome-the-limitations-of-contact-center-1-0","status":"publish","type":"post","link":"\/us\/en\/blog\/using-the-cloud-to-overcome-the-limitations-of-contact-center-1-0\/","title":{"rendered":"Using the Cloud to Overcome the Limitations of Contact Center 1.0"},"content":{"rendered":"

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Modern consumers become more demanding each day, thanks to a growing number of digital technologies that make it easier to ask for support, raise a complaint<\/a>, and track the status of an order. That\u2019s made the contact center the linchpin of today\u2019s service, but an old pin may no longer be able to hold things together.<\/span><\/p>\n

What\u2019s become clear for businesses today is that those that can\u2019t meet customers where they<\/span> are<\/span>\u2014and with the tools they want to use\u2014<\/span><\/i>will lose. If your business can\u2019t accommodate their needs, there are no doubt others who will. <\/span><\/p>\n

Is an old, outdated contact center what\u2019s keeping you from addressing their needs and growing your business? To help you decide, we\u2019re providing a series of blogs that help explain the difference between traditional contact centers and the contact center of tomorrow. In our first blog, we\u2019ll analyze traditional contact centers (contact center 1.0) and why they struggle to address today\u2019s modern customer.<\/span><\/p>\n

What Is Contact Center 1.0?<\/strong><\/p>\n

The current contact center model is actually based on the one developed and deployed in the 1960s. Every agent has their own physical hardware that must be updated individually, with a large number of silos between agents, information, and customers.<\/span><\/p>\n

All technology is separate and requires its own line or hard connection. Agents may answer a call, email, or live chat, but have difficulty sharing across these modes. There are no options to support remote teams, and the inflexibility of the technology means costs rise with each change you make.<\/span><\/p>\n

It\u2019s an analog solution that\u2019s ill-prepared for a digital world where people and knowledge are more spread out, but easier to connect thanks to cloud technologies. <\/span><\/p>\n

In <\/span>our new eBook<\/span><\/a>, we\u2019ve identified six core challenges that caused by Contact Center 1.0. We\u2019ll review four of them here:<\/span><\/p>\n