Successful Transition to Cloud Contact Center

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Successful Transition to Cloud Contact Center

Eric Swanstrom
• June 16, 2020

Part 2 : Migration to a Cloud Based Contact Center

In Part 1 we discussed the benefits of Cloud Contact Centers. Here, in Part 2, we cover how to transition your on-premise system to a Cloud Contact Center.

Evolution of Cloud Contact Center

The cloud entered the call center space from the bottom, starting at small business and working up to enterprise. By 2022, 50% of contact centers will be in the cloud. On this upward trajectory, cloud-based contact centers evolved and matured for the larger complexities found at the enterprise level. Even with this maturation, there are still gaps to be filled. Here we discuss some of those gaps and how to build a transition plan to protect organizations that decide to move their contact centers to the cloud.

Small Business – Streamlining the Migration Call centers with fewer than 100 agents are often nimble during transition, generally migrating rapidly with a straightforward cutover of services. Current services and cloud contact tools allow organizations to pilot software with smaller groups of agents before activating to the entire team. While this validation takes place, the organization can reprogram workflows, create new dashboards, and continue to monitor results. These days, migration of services moves at the direction of the end user. As we have seen during the COVID-19 pandemic, this transition can happen as fast as 48 hours. Vendors utilize clearly defined processes that specify the roles of each party in the migration process. This helps with roles, testing, and cutover to new cloud-based services.

Enterprise – Dealing with Complexity

Aberdeen Group found that larger organizations rely on an average of 20 software and tools for customer-facing support. Over time, legacy tools were purchased through separate buying decisions from different groups for specific needs of a particular subset of users. While migrating to the cloud gives you application consolidation, defining the end state is a critical step in achieving a successful deployment. Assessing the current systems and creating a detailed migration plan require up front work but lead to better outcomes for the contact center.

Migrating Data and Workflows

Enterprises often have multiple workflows handling customer interaction across their numerous applications, IVRs, call routing, and digital channel applications. When making the move to a cloud-based service, it is key that these processes are well understood, so they can be either integrated with the new service or improved upon and simplified during the move. Deliberate planning and detail around the information and workflows currently in place are fundamental to driving future projects such as AI and further consolidation of workflows.

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