Cloud Transition

As many organizations aim to embrace a “cloud-first” approach, they are migrating their core applications to run on the public cloud. However, caution is necessary as risks and complexities often outweigh the anticipated benefits of scale and agility associated with the public cloud. Consequently, many organizations are opting for a hybrid environment that combines both cloud and on-premises systems and applications.

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Challenges

Cloud-first for scale, security and agility

Innovation and introducing new services

The pandemic significantly hastened the adoption of digital channels. In the post-pandemic world, there has been a change in mindset, shifting from merely digitizing the existing customer experience to completely reimagining it from a digital-first perspective.

Uneven workloads

Cloud technology enables an organization to more accurately forecast changes within its business, leading to improved resource management and streamlined workloads.

Legacy technology

Moving to the cloud does not mean having to rip and replace with added environmental impact. Legacy technology can be connected to cloud solutions. Savings in IT support and hardware allow affordable investment elsewhere, improving competitiveness.

Security & privacy

With cyber-threats becoming more prominent and data protection increasingly a global concern, a robust and secure infrastructure is essential. Cloud-based technology offers enhanced security across the board, with updates being simple to roll out.

Multi-cloud environments

There's no one-size fits all approach. Some organizations will be better suited, or require, hybrid solutions, while many will go all in for private, hosted or public cloud.

Interoperability

With flexible working and a hybrid workforce, systems must seamlessly integrate with one another and provide third-party and partner integration capabilities.

The Guba Tech Solutions

Guba Tech’s integrated solutions empower agents and customers to deliver first-class digital efficiencies.

Omnichannel contact centre solutions

Our omnichannel contact center solutions simplify the process for customers to reach out through their preferred channel, whether it's phone, email, webchat, or social media. With our integrated solutions, all customer information is consolidated in one place, enabling your agents to deliver a personalized experience.

Chat bots

Our AI-powered chatbots empower customers to receive instant answers to their queries and can be deployed across various channels: web portal, browser, mobile app, WhatsApp, Facebook Messenger, SMS, or IVR. Regardless of the channel customers choose to engage with you, they can effortlessly self-serve.

Microsoft Teams integration into the contact centre

Our Teams' contact center integrations empower your agents to manage all channels of customer contact - voice, email, SMS, web chat, social media - and engage directly with back-office experts to answer customer queries. All in a single, fully integrated interface.

Customer Experience Consulting

As customer expectations and demands constantly evolve, meeting their needs and being available when assistance is required can pose challenges, often at considerable expense. We provide a proven four-stage customer experience consultation process, collaborating with you to identify the underlying causes of issues, assess processes, and understand customer needs. Together, we develop a strategy to transform your customer journey.

Knowledge Management

Our Knowledge Management solutions give customers a quick and easy way to access help. They understand what customers are looking for and provide superior customer experience at a lower cost, freeing your agents to focus on adding value to the customer experience. Agents are also armed with the latest information and see relevant knowledge without having to search for it.

Robotic Process Automation

From customer self-service and AI powered agent assistance technologies, through to fully AI enabled contact center solutions and Robotic Process Automation, we have a full range of solutions to help our customers increase efficiency and improve both the customer and employee experience. Our solutions can free agents from dull and repetitive tasks and enable them to focus on delivering an outstanding customer experience.