As more services and applications go online, ensuring a frictionless customer experience is vital to building brand loyalty, capturing more sales, and optimizing profits. But if your underlying technology isn’t reliable, it’s easy to lose customers to the competition.
For TELUS International, a leading digital customer experience innovator, ensuring the reliability of its online tools and services is crucial to its team’s mission to design, build, and deliver high-tech, high-touch customer experiences for some of the world’s most respected brands.
TELUS International bundles Verint, a Google Cloud Partner and workforce-management application, with its Cloud Contact Center platform to help North American call centers optimize customer service activities on the phone and online. TELUS International also uses Verint’s solution internally for its business process outsourcing.
So, as part of its own digital transformation journey, TELUS International migrated Verint—a workforce-optimization-management application—from its legacy on-premises data center to Google Cloud.
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