Transform customer experiences with cloud contact center solutions

Keeping up with evolving customer needs

As technologies evolve, customer expectations evolve, often faster than traditional contact centers can adapt. Customers increasingly expect immediate, personalized, and seamless communications across phone, chat, email, and even social platforms. And they expect their issues to be resolved the first time, every time. It’s a challenge that organizations across industries face, from healthcare to retail to energy to education to financial services. 

To help organizations meet these demands, we recently announced investments in our client-first managed services platform, powered by Cisco Webex Contact Center. This next-generation, cloud-based customer experience solution helps enterprise customers increase their agility and operational efficiency while delivering personalized interactions across every channel.  

The platform combines GDT’s deep expertise in managed services with Cisco’s industry-leading Webex technology. Built on Cisco Webex Contact Center, the GDT client-first managed services platform transforms contact centers into intelligent experience hubs by integrating AI, analytics, and workforce-optimization tools. It delivers the real-time visibility, insights, and actionable steps enterprise customers need to drive measurable outcomes. It also ensures that their customers feel seen, heard, and valued, and get the experiences they’ve come to expect. 

Why cloud contact center solutions matter

The customer experience (CX) market continues to expand as organizations recognize its importance as a key differentiator. Cisco data shows that 45% of businesses list customer experience as their top strategic priority when looking to maximize satisfaction and minimize costs.¹  

However, many organizations still operate on legacy, on-premises systems that limit flexibility, lack integration, and contribute to operational overhead. These outdated systems often prevent IT and business leaders from accessing real-time insights, scaling quickly, or delivering consistent and frictionless customer experiences. 

Modern cloud contact center solutions eliminate these barriers. Built on a flexible, subscription-based model, platforms like Cisco Webex Contact Center enable faster deployment, seamless scalability, and predictable budgeting, all while enhancing security, compliance, and performance. 

What makes the GDT client-first managed services platform different

Our client-first managed services platform combines GDT’s deep customer care (CX) expertise with Cisco’s Webex Contact Center technology under one unified managed services model. Customers benefit from a modular, cloud-native platform that integrates AI, automation, and analytics to provide intelligent, omnichannel engagement at scale. 

Key features include: 

• End-to-end management with a single Service Level Agreement (SLA) for accountability. 

• AI-driven insights that anticipate customer needs and personalize every interaction. 

• Real-time analytics that empower decision-makers to monitor performance and optimize in the moment. 

• Continuous improvement through proactive monitoring and updates. 

According to Cisco’s 2024 Partner Managed Services data, organizations using managed contact centers experience 15% or greater increases in agent productivity, 10% or more cost savings, and 75% higher customer satisfaction. This approach allows organizations to enhance experience delivery while maintaining operational efficiency and financial predictability. 

How GDT’s client-first managed services platform improves the customer experience

With multiple communication channels at their disposal, customers no longer follow a single communication path. For example, a customer may initiate a service request on Facebook, continue the conversation through online chat, and finish with a live call. GDT’s client-first managed services platform, powered by Cisco Webex Contact Center, integrates these channels into a unified, friction-free experience. 

Capabilities include: 

• Omnichannel communication through chat, SMS, social, email, and voice. 

• AI-powered self-service for high-volume, routine inquiries. 

• Contextual routing that connects customers to the right agent the first time. 

• Real-time feedback capture through integrated post-call surveys. 

The result? Faster issue resolution, reduced customer effort, and increased customer loyalty. 

The role of AI in customer experience transformation

AI plays a fundamental role in enhancing customer and agent interactions through intelligent, connected, personalized engagement. Thanks to AI-powered voice and digital assistants, routine requests can be automated, escalating complex needs to human agents who are equipped with full customer context. 

AI features include: 

• Virtual agents and chatbots for 24/7 support. 

• Sentiment analysis to detect frustration and prioritize escalations. 

• Predictive analytics to forecast demand and allocate staffing. 

• Real-time agent assistance to guide conversations and suggest solutions. 

By balancing automation with authentic human interactions, organizations create personalized customer experiences that reduce friction while still feeling human and personal. 

How managed cloud contact centers reduce complexity

Many organizations fall into the trap of costly maintenance, disconnected tools, and delayed updates common with legacy environments. GDT’s managed services approach simplifies operations through a fully managed, cloud-based model that eliminates the need for on-premises maintenance, manual upgrades, and fragmented monitoring. 

This model helps organizations: 

• Simplify governance and vendor management. 

• Improve visibility across multiple locations or business units. 

• Standardize performance metrics and reporting. 

• Ensure continuous compliance and security through automated updates. 

By offloading complexity, IT teams are freed up to focus on strategic initiatives, enabling faster innovation and aligning with business goals. 

Why cloud contact centers empower employees as well as customers

Modern customer experience technology benefits more than just end users. Employees gain intuitive, data-rich tools that help them perform at their best. Webex Contact Center provides a modular, widget-based desktop that integrates tools like Webex App and Microsoft Teams, empowering agents with full context and immediate access to experts when needed. Supervisors gain visibility into agent performance, queue health, and sentiment trends through real-time dashboards. 

This unified environment fosters improved collaboration, reduced turnover, increased service consistency, and a better workplace experience. 

Improving security, compliance, and trust

Of course, data protection and regulatory compliance are non-negotiable. The GDT client-first managed services platform is built on a security-first architecture. This ensures data protection and adherence to the highest industry standards. 

Features include: 

• End-to-end data encryption and secure integrations. 

• Role-based access controls for sensitive information. 

• Compliance with HIPAA, PCI DSS, GDPR, and FedRAMP. 

• Configurable data residency to meet regional requirements. 

These capabilities allow organizations to confidently modernize customer engagement without compromising security or regulatory alignment. 

Who benefits from cloud contact center modernization

The advantages of cloud contact centers span all industries. For example, retailers can manage peak demand while maintaining personalized service. Healthcare organizations can streamline patient communications and telehealth coordination. Banks and other financial services providers can deliver secure omnichannel experiences while maintaining compliance. And public-sector organizations can improve responsiveness and transparency. 

In every case, the outcomes are similar: faster issue resolution, better data visibility, lower costs, streamlined operations, and a consistent brand experience that strengthens customer loyalty.

Getting started with cloud contact center solutions

Customer expectations are evolving quickly. Organizations that view the customer experience as a strategic advantage set themselves apart. Cloud contact center solutions make it possible to serve customers with empathy, efficiency, and intelligence, transforming every interaction into an opportunity to build trust and long-term loyalty. 

With GDT’s client-first managed services platform, organizations can unify communication, empower their teams, and deliver proactive, data-driven customer experiences that scale with their business, while reaping the advantages of a managed services solution. 

It begins with a complimentary workshop with GDT collaboration experts. During this interactive half-day engagement, we’ll work with you to rapidly align technology with your short, medium, and long-term patient care goals. Together, we’ll diagnose the current environment, identify quick wins, and brainstorm high-level use cases and feature enablement. To learn more, download this datasheet or schedule a workshop. 

1. Cisco (2023), All-New Webex Contact Center Campaign Guide, https://ebooks.cisco.com/story/all-new-webex-contact-center-campaign-guide (date accessed: Oct. 29, 2025) ↩︎