January 15, 2025
Simplifying Cloud Migration to Personalize Customer Engagement
Following an upgrade to a cloud-based communication and collaboration platform, a bank can now enrich its customer experiences while mitigating risk.
Cloud boosts security and bottom lines
94%
percentage of businesses that noted improvements in their security after moving to the cloud1
70%
percentage of enterprises that will use industry cloud platforms to accelerate their business initiatives by 20272
How can expert guidance simplify the move to the cloud?
A REAL-WORLD EXAMPLE
Communication and Collaboration Made Stronger With the Cloud
A Southeastern community bank wanted to upgrade to a cloud-based communication and collaboration platform. The bank sought a technology partner who could help move its customer experience, contact center and phone system to the cloud.
Working with CDW, the bank defined its needs:
- Access to a dependable Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) provider
- Guidance on arranging the sale and implementing the new solution
- Solutions that would promote innovation, cost optimization, agility, risk mitigation and customer experience across the organization
THE TURNING POINT
Partner Know-how Means a Successful Migration
CDW’s Zoom Contact Center expertise and a wide range of resources, including Salesforce integration, ensured a seamless migration to the cloud for unified communications and greater contact center capabilities. Partner-provided Zoom and Salesforce consultants guided the bank through migration and testing with ongoing support.
THE RESULTS
Banking on Better Customer Experiences
CDW helped complete the migration from an on-premises experience to a cloud-based Zoom solution without downtime or disruption. By ensuring continuous availability and integrating modern tools, the organization can now engage with customers more effectively, seamlessly and personally — all in all, building trust and satisfaction at every interaction.
Here’s why it worked:
- The cost model of the Zoom solution provides consistency and aligns with budgetary needs
- Zoom integrates with other independent solutions like Salesforce, allowing for call flow modifications, providing future-proof capabilities and features, and scaling with additional business units
- Risk mitigation is enhanced with higher uptime, service-level agreements (SLAs), unique logins and two-factor authentication provided by the cloud
- The modern agent desktop experience and Salesforce integration enable users to handle calls where the data resides, offering flexibility in both Zoom and Salesforce environments
What’s next?
With a successful migration to a cloud-based communication and collaboration platform, the bank can now focus on providing better customer engagement to build and nurture stronger relationships.
Sources:
1 Forbes, “Latest Trends and Predictions for the Future of Cloud Hosting,” February 2024
2 Gartner, “Gartner Forecasts Worldwide Public Cloud End-User Spending to Reach $679 Billion in 2024,” November 2023