How To Transition To A Cloud Contact Center and Avoid Issues

Cloud contact centers continue to grow in popularity as organisations try to stay ahead of competitors, meet evolving customer expectations and facilitate remote working requirements.

More than ever, organisations are starting to recognise that the future is in the cloud. Dialpad cites a survey from Deloitte that found 90% of enterprises have adopted the cloud in some way. 

As with any type of organisational change, there’s always a degree of uncertainty around what the process will involve. There’s a lot of chatter around cloud solutions, although it’s not as complex as you may think. With the right migration partner and by following the right steps – you can experience a seamless transition to the cloud.

This blog covers the steps involved in migrating to a cloud contact center and what you should consider when choosing the best migration partner for your business.

Analyse Business Needs

Firstly, it’s important to consider your business’s needs, contact centre operations, and customers. 

Analyse what channels are being utilised already – do you support voice, chat, email, self-service, SMS and possibly social media too? Identify any gaps that need improvement and evaluate what future systems you need to help meet evolving customer demands.

It’s also worth doing your due diligence with a cross-functional team who can evaluate:

  • Current business processes
  • Existing infrastructure (much of which you’ll retire)
  • Communication channels
  • Customer expectations
  • Obstacles that hinder performance
  • KPIs and operational performance

Determine What You Need From A Cloud-based Platform

You can expect next-generation functionality when moving to a cloud solution. With multi-channel communication, third-party integrations, and increased reliability, it’s important to think about what specific cloud features would best solve your needs.

Consider what functions would best benefit your contact centre and prioritise those first to ensure you get the full value sooner from the new system.

Do you need a platform that supports remote working? Better data collection and reporting? A system that allows complete administrative set up of new users without the need for vendor support? Or omnichannel communication that meets growing customer demands?

By identifying your needs and evaluating possible features, you’ll be able to gain a clear picture of what success for your contact centre looks like, as well as narrow down the list of possible cloud migration providers.

Select The Right Provider For A Smooth Transition

Choosing the right migration provider is crucial to ensure the new platform, architecture, security, and technologies align with your contact centre’s objectives and current IT environment.

A trusted migration provider will:

  • Be transparent about their end-to-end management of the migration process with frequent communication, reports and guidance.
  • Offer a flexible pricing model that is tailored to your specific cloud requirements.
  • Determine the right migration approach that’s secure and reliable with minimal disruption to your business.
  • Adhere to industry best practices and standards.
  • Support scalability and customisation with new capabilities, integrations and features.
  • Test and optimise cloud services to ensure the migration is running smoothly.
  • Enhance your contact centre’s cybersecurity with secure implementation, consistent upkeep and improved infrastructure (at lower overall cost). 

Careful consideration should be taken when selecting the best migration provider for your contact centre. We recommend reading Talkdesk’s “key considerations when choosing a cloud contact center” to know what to look for in a provider with a focus on WFH agents. Another good overall guide is RingCentral’s Cloud Contact Centre Platform Selection Guide.

Consider How The Migration Will Roll Out

After choosing the right provider for your organisation’s specific needs, it’s time to focus on mapping out the migration process.

Discussing a step by step plan with your provider will ensure the transition stays on track and there are no areas neglected throughout the migration. The vendor may suggest migrating all channels to the cloud, rather than a hybrid solution as this may cause functionality problems with two different environments. 

You’ll also want to know whether the provider will help you test and trial out the new platform before the permanent migration, and if so, what will you want to test and identify during the trial?

The great benefit of cloud solutions is their fast deployment and minimal disruption to operations. Both agents and customers openly welcome new functionality and are quick to learn better ways of interacting. Whether that be a transition from multiple omnichannel features to one simplified system, or an increase in data collection to create better customer outcomes – cloud migration is often seamless and not as complicated as it’s perceived.

Have A Project Manager Communicate The Migration

With measurable objectives and a clear outline of the steps involved, the next step is assigning a project manager to oversee the migration process.

It’s important for the project manager to keep your business partners in your organisation in the loop with progress updates and ongoing changes. A clear and consistent internal communication schedule sets your contact centre up for a smoother transition. 

It’s also key to communicate changes externally to key customers so they can expect any temporary delays and disruptions during the migration and anticipate how that might affect their interactions with you.

Are You Ready To Move To A Cloud Contact Centre?

Yesterday’s systems aren’t designed for the growing customer expectations and today’s remote workforce. Leaving behind your on-premise system doesn’t need to be intimidating.

The right migration provider makes navigating the migration journey more predictable, less disruptive, more secure, and with far less risk. 

Get in contact with us today to discover the best ways to approach cloud migration.

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