In the previous post, we explained why migration to a cloud-based contact center is inevitable. The cost efficiency, scalability and flexibility of the cloud make it almost impossible to justify investing in new hardware for an on-premises contact center that can only function if agents work from the same physical space. With Unified Communications-as-a-Service, agents can work from anywhere, interacting with customers on any communication channel through a single interface.
Migration to a cloud contact center is fairly straightforward for smaller organizations. Integrations with existing systems are limited and the new system typically requires minimal customization. However, the complexity of migrating to the cloud increases significantly for larger organizations. Gartner found that these companies use an average of 12 applications in their contact centers. A separate survey from Aberdeen Group found that enterprises use an average of 20 different tools for customer service.
Many of these organizations have multiple locations that are using different applications and different contact center platforms. Some of these tools could be outdated and ripe for replacement, while others could have been purchased recently. This makes it more difficult to settle on a cloud-based platform that will work for everyone. Some locations operating in IT silos might fight to keep an on-premises solution that is relatively new, even if it doesn’t provide the benefits of a cloud contact center. The finance department might question the wisdom of replacing a system that’s not yet fully depreciated.
Organizations with global operations are faced with another layer of complexity. The consolidation of digital channels is relatively simple, but voice and video are prone to quality issues related to the WAN infrastructure. For example, calls from different countries have to pass through multiple networks, which can result in latency and jitter. Even local calls must be bridged to optimize the path of voice transmissions. Global operations require a carefully designed network to maintain high-quality performance with voice and video applications in the contact center.
Another challenge is the migration of workflows and customer data. Workflows for call routing, interactive voice response, channel management tools and other applications — potentially hundreds of workflows — need to be migrated to the cloud. The integrity of customer data from the customer relationship management (CRM) system and other sources must be preserved as well during migration. If you plan to use artificial intelligence-driven tools, which most cloud contact center solutions do, this is an absolute necessity. While migration to the cloud is an opportunity to optimize and simplify workflows, the process of redefining workflows and seamlessly moving data can be an arduous one.
IPC engineers have extensive experience in the design, implementation and migration of contact center platforms. We can help migrate your contact center to the cloud in a way that maximizes the benefits of the cloud and delivers a consistent customer experience. In addition to integrating your CRM and communication channels into the same interface, we’ll implement powerful management tools that provide visibility into every customer interaction so you can improve performance and productivity. Let us help you simplify the inevitable migration of your contact center to the cloud.