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Cloud Migration: Considerations and Strategies to Future-Proof Your Contact Centre

Tony Dolan 18 May 2020

With customer needs changing and remote working on the rise, now is the perfect time to future-proof your Contact Centre technology. Read on to discover the key considerations you need to make to undertake a cloud migration successfully.

 

How do you know when your business is ready for a digital transformation? Here are the top signs it might be time to start your cloud journey:

 

  • Your Contact Centre can no longer deliver a consistent, connected service across multiple channels.

  • Your current Contact Centre technology is outdated, inefficient, and may pose gaps in security — harming your business agility, not to mention the customer experience.

  • You don’t feel confident in your existing vendor’s ability to guide your business’ future journey.

 

If the above sounds familiar, it’s likely now is the right time to move towards a cloud-based Contact Centre solution that will enhance the customer experience

 

Read on to discover the key considerations you need to make to future-proof your Contact Centre technology successfully.

Identifying your ‘why’

 

Now more than ever, your business’ success is defined by the quality of your customer relationships and the experience that you deliver. However, legacy infrastructure can undermine your ability to deliver a consistent service across multiple channels. If you’re concerned about what the future holds with your existing Contact Centre vendor, there’s no time to waste. Customer expectations are evolving rapidly, potentially putting your business’ future at risk.

 

Today’s time-strapped customers want personalised, hassle-free interactions across multiple channels. Delivering the omnichannel customer experience they expect requires the right solutions, infrastructure and provider to support this level of service. 

 

Although it might be painful to part with a previous legacy Contact Centre investment, doing nothing will only cause further problems down the line. When platforms reach end of life, it’s an opportunity to replace outdated infrastructure with a SIP-based Contact Centre solution. 

 

The decision becomes more complex when there’s an existing, still functional business communications platform in place. In this scenario, you may want to consider undertaking a Contact Centre modernisation project instead.

 

Whichever situation you’re in, identifying the key reason for change, for example to improve the customer experience and future-proof your business, can empower you to take the first step, resulting in a better business outcome.

Simplifying your cloud migration strategy

 

Incorporating the technology needed to deliver omnichannel service doesn’t have to happen overnight. With an open customer experience platform, you can transition in phase, depending on your current and future customer experience goals. 

 

Start with the basics, such as inbound voice and its critical reporting and data. Then you can add in digital channels, self-service, assisted service and workforce management as needed. Or, deploy a full omnichannel customer experience platform and keep your existing PBX system.

 

Ultimately, your goal is to facilitate and manage customer interactions from a single location, allowing you to prioritise and blend interactions and work across all channels. This will result in a more seamless experience for the customer, while giving employees the real-time contextual knowledge and information they need to deliver a more personalised service.

 

Related Read: Why Choose Conn3ct to Support Your Digital Transformation Journey?

Addressing the challenges of cloud migration

 

Adopting a phased approach to future-proofing your Contact Centre will not only improve the customer experience, but help to mitigate the short-term risks. For example, you won’t need to rely on a vendor with an unclear roadmap, leadership challenges, and failure to provide a true business partnership.

 

A phased approach also enables employees to learn how to use the new omnichannel customer experience platform gradually, increasing the likelihood of a widespread, successful adoption. In summary, a phased approach allows you to reduce the risks while enjoying some valuable benefits.

 

To help ensure your phased approach is successful, we recommend establishing a solid foundation for customer engagement channels as they emerge. It’s also worth extending omnichannel engagement across departments and processes outside of the Contact Centre to avoid teams working in silos. Finally, take the time to train your stuff on a future-based platform that not only meets your needs now, but supports next-generation solutions that ultimately drive improvements in customer experience.

 

Discover how Conn3ct helped TPS for Volkswagen Group unify their team communications to enhance productivity. Read the full case study.

Genesys Cloud overview

 

Cloud technology boasts numerous benefits for business. In short, it’s faster to create, test, iterate, and deploy in your Contact Centre. 

 

At Conn3ct, we work with a wide range of technology partners offering innovative Cloud solutions to help future-proof your business. In this article, we’re focusing on how Genesys Cloud can power your customer conversations.

 

Best routing. 

Patented AI-powered routing engine uses your data to match customers with the best available resource — whether that’s a live agent or a chatbot.

 

Simplified omnichannel experience.

Allows you to deliver outstanding service across all channels, managed in a single location.

 

Stronger business insights. 

From real-time dashboards and analytics to customer journey insights, you have everything you need to support customers at your fingertips.

 

Better employee experience. 

By being given the right tools, your employees will have greater job satisfaction and be empowered to deliver exceptional service. 

 

AI-powered cloud technology. 

AI solutions specifically designed to enhance the customer experience, enabling you to create more predictive, personalised interactions.

 

Proven migration model. 

Benefit from a prescriptive migration methodology built on best practices and outcome-based use cases, offering repeatable steps to guide your transformation — reducing risk, cost and complexity.

 

The Genesys® PureBridge program has been designed to simplify your business cloud migration journey and starts with a complimentary workshop to bring your stakeholders together. The program will help you assess your current environment and identify your desired business outcomes and customer experience vision, before mapping out a realistic path to get there -— at a pace that works for you. 

 

Click here to find out how Genesys Cloud can help future-proof your Contact Centre.

Helping you future-proof your Contact Centre

 

In this article, we’ve outlined some of the key considerations you should make when undertaking a customer experience transformation. It’s important to recognise that any short-term risks are compounded every day you rely on legacy Contact Centre technology that’s approaching end of life.

 

Now more than ever, today’s customers demand new and better ways of working, so it’s paramount to avoid standing still. The sooner you can implement a flexible and fully integrated omnichannel platform, the better. 

 

At Conn3ct, we’re here to help guide your cloud migration, mitigate the short-term risks, and ultimately ensure your business is able to meet its customers’ needs — both now and in the future.

 

To find out more, take the Genesys PureCloud platform tour today to see its key capabilities in action.

 

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