With the consumerization of customer service taking root, implementing a successful customer experience strategy means enterprises need to be agile enough to serve customers on the their own terms across the entire customer experience lifecycle

A growing number of organizations are using cloud deployment models to power their contact center operations to quickly and effectively engage with customers across a variety of channels including voice, email, chat, social media, mobile, SMS, outbound and video.

This white paper is a business guide for customer service executives and managers who have already made the decision to deploy customer service in the cloud but need further insight into the best practices for how to do so successfully and further evolve customer service in the cloud through four phases: implementation, consolidation, optimization and transformation.