Podcast ¦ Next In Queue: Get Off of My Cloud featuring Fred Stacey

Summary:

In this podcast episode, the CEO of cloud tech gurus, Fred Stacy, discusses the state of contact center technology and the barriers to cloud adoption. He highlights the exciting advancements in AI-based applications, adoption by market segmentation, the impact of AI on the labor market, and navigating the transformative technological revolution.

Key Points:

• The Rolling Stones’ song “Get off of my cloud” was a response to the pressure to continually produce hits, and today, technologists encourage companies to get on the cloud.
• Migrating to cloud communications platforms has been slow among many companies, as they still rely on on-premises legacy platforms.
• The primary barriers to cloud adoption in contact centers are the perception of contact centers as cost centers, fears, uncertainties, and doubts about migration, and the cost of implementing cloud solutions.
• Artificial intelligence (AI) is a top exciting technology in the contact center space, with voice analytics, AI-based bots, and accent neutralization being some noteworthy advancements.
• Accent neutralization technology has improved significantly, allowing for better communication between English speakers and non-native English speakers.

Key Statistics:

• Only 40% of Fortune 500 companies have migrated to cloud communications platforms for their contact centers.

Key Takeaways:

• Cloud adoption in contact centers remains slow due to various factors such as the perception of contact centers as cost centers and the complexity and cost of migration.
• AI is a transformative technology in the contact center space, with voice analytics, AI-based bots, and accent neutralization showing promise.
• Point solutions, such as accent neutralization and translation tools, are gaining traction and improving customer experiences.
• Cloud tech gurus help guide companies through the complex landscape of contact center technologies, providing expertise and assistance in choosing the right solutions for their specific needs.