Q: Do you think moving to the cloud will increase innovation? How?
A: Integration and cooperation increase innovation, and the cloud offers common interfaces like Representational State Transfer (REST) web services, integration capabilities well beyond any legacy system, and the ability for customers to have choices. While many platforms will build common feature sets, most will allow you to plug in your own bot or use your recordings in a different speech analytics platform or WFM for scheduling as customers see what better fits their needs. This portability of data and composability of features allows natural acceleration and real-time adaptability to face whatever business environment it is deployed in.
Q: What impact does moving to the cloud have on data? For example, does it make it easier to organize or analyze?
A: Most data in the cloud is stored in huge, unstructured, and non-relational data lakes instead of the structured, relational databases of legacy products, allowing managers to pull data from any location in the data lake and relate it to just about any other piece of data. No longer do customers have to get a Structured Query Language (SQL) engineer to create a report for them. By using different views, they can retrieve every data point that is important to them in a single view and use that data in tools like Power BI to visualize it or build trending reports over any period. This gives a new level of insight into the data never-before experienced with the freedom to create your own views from all aspects of the product.
Q: What about fraud detection?
A: With features like Voice Biometric Authentication, your voice is your passport to access your information and account with less stress, fewer or no authentication questions, and decreased chances of social engineering attempts.