Contact Center Modernization: How to Move to the Cloud with Confidence

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Overview

Today’s companies are at the mercy of increasingly empowered customers who expect convenient, consistent and speedy service. They expect brands to know what they want before they ask for it. Such rapidly changing demands require the business agility to serve customers across any channel, from any place, at any time—and to make adjustments as needed—quickly and with minimum effort and resources.

Staying competitive and meeting rapidly evolving customer expectations requires a cloud contact center platform that enables your business to adapt quickly.

Cloud solutions (sometimes referred to as Contact Center as a Service or Virtual Contact Center) offer the following advantages:

  • Simply add new functionality when you need it
  • Easily support multiple, global contact centers and at-home agents
  • No need to buy, maintain or upgrade hardware
  • Pay only for what you use each month
  • Seamless, automatic software updates
  • Security, scalability and reliability that matches or surpasses on-premises systems

Such agility and flexibility empowers organizations to deliver personalized, one-on-one interactions with customers, improve agent job satisfaction and retention, serve fluctuating call volumes on demand, and quickly analyze—and improve—performance in real time. Companies around the globe are realizing the benefits of moving to the cloud and adoption is accelerating.

Gartner expects adoption to hit $250 billion by 2017, growing at a yearly growth rate of 20.2 percent—proof that forward-thinking companies are reaping the benefits by moving their contact center operations to the cloud. In fact, in Verizon’s “2016 State of the Market: Enterprise Cloud” study, companies reported that moving mission-critical workloads to the cloud improved their overall business operations.

  • 88% said the move improved responsiveness to business needs
  • 65% stated that it improved overall operations
  • 69% of respondents said switching to the cloud enabled them to reengineer their business processes.

The evidence is clear: the benefits of moving to the cloud far outweigh the inertia to stay on-premises for most organizations. However, before moving core contact center infrastructure and applications to a new cloud platform, customer service and IT leaders need to develop and execute a holistic plan. To ensure a smooth transition to the cloud, companies must take a strategic view, and create a holistic plan that takes workforce, processes and technology into account. Here are six top considerations to address when migrating to the cloud:

1. Define the requirements, not only for the contact center but for the overall organization

2. Evaluate vendors and all resources required for success

3. Determine which applications and business functions to transfer first

4. Build a change management initiative to meet your company’s needs

5. Execute plans to support customers in their channels of choice

6. Measure and celebrate early wins