As cloud contact centers become more prevalent, methodologies for migrating from on-prem to cloud and hybrid environments are being refined.
A just-released report by global research firm Research and Markets, “Cloud-Based Contact Center Market Intelligence Report - Global Forecast to 2027", is certainly bullish on the future of cloud-based contact centers:
Many think we’ll stop using the term “cloud computing” within the next decade because it will have become the IT and application deployment paradigm. In fact, Gartner predicted that 50 percent of contact centers would be in the cloud by the end of this year.
What does that mean for contact center leaders considering migrating their on-prem applications to the cloud? For one thing, it’s time to stop holding back – cloud adoption is broad and deep across virtually every industry, and the technology is mature.
The ‘whys’ driving the mass migration of on-prem applications to the cloud are well documented, but the primary drivers are worth repeating:
There is no single-path cloud migration; each contact center will reach a point where it’ll need to blaze its own trail, based on its objectives and unique operational characteristics. That said, everyone starts at the same point – ground zero.
Contact Center Pipeline, a magazine for contact center professionals, put together a ‘first steps’ checklist for those leading their organization into the cloud.
Here’s a link to the full article, but we’ve excerpted 5 steps in the checklist below: https://www.contactcenterpipeline.com/Article/a-checklist-for-migrating-your-contact-center-to-the-cloud
STEP 1: Evaluate the needs of the customers and the contact center itself. Before beginning the migration process, it’s critical to analyze channel usage as you determine which internal systems would be best supported by a cloud provider in the short-, mid- and long-term.
STEP 2: Create realistic objectives and anticipate challenges. With that understanding of their contact center’s needs, IT leaders can begin to develop their plans. For the best results, the plan should include phased steps of the migration and address these questions:
STEP 3: Select a provider. With a plan in place, the organization is now ready to find a partner who can support its journey to the cloud. Among the Enterprise leaders evaluating providers should consider the following:
STEP 4: Trial and test solutions. Pilot and test services before going live. Testing enables the business to familiarize itself with the contact centers new features at its own pace to ensure the new offering is fully operational before going live to customers and service representatives.
No doubt migrating your infrastructure to the cloud places demands on financial and human resources but check with your cloud provider to discuss strategies that meet your specific needs without disrupting your current on-prem contact center deployment. Your goal should be to maximize and protect your current on-premises investments while implementing an innovative cloud solution that provides you with a competitive advantage. With the right provider and plan, you can take advantage of the future without disrupting the present, working at your own pace.
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