So, You’re Moving Your Contact Center to the Cloud

‘Cloud’ is a buzzword that has run its course in a variety of industries, however there’s a resurgence of cloud discuss within the contact middle enviornment today.

Contact Middle as a Service (CCaaS) is a high-priority digital transformation mission for a lot of companies world wide, and a few of the largest gamers in tech are leaping in with each ft. Zoom, Microsoft, Amazon Net Companies, Google, and Salesforce are all touting new concepts to leverage voice, digital and technological advances like synthetic intelligence (AI), pure language processing (NLP), and machine studying (ML) within the contact middle. On the identical time, legacy on-premises gamers like Genesys1, Cisco, and Avaya are making large bets on the cloud.

Whereas midsized corporations have typically discovered it simpler to maneuver their contact facilities to the cloud (many had been urged on by the push to have contact middle brokers working from house throughout the pandemic), many greater enterprises have but to make the leap. The worldwide marketplace for CCaaS choices is anticipated to develop by 26.1% yearly2 from 2022 to 2027, increasing from $17.1 billion to $54.6 billion. With all the excitement about CCaaS within the trade and amid looming financial uncertainty, it’s lifelike to anticipate that this shift will occur even sooner.

The true distinction between cloud and on-premises

Conventional contact middle know-how is constructed purposefully. It’s supposed for use as a telephony-based name middle answer, and it has labored very well for a very long time, which is partly why bigger organizations haven’t been as fast to leap to the cloud.

The cloud is a distinct kettle of fish. Many CCaaS choices embody an assortment of applied sciences, apps, and integrations with an ecosystem of associate apps assembled to type a contact middle. Along with core contact middle performance, cloud options have added perks, like built-in productiveness instruments and AI integration, which conventional telephony options simply can’t match.

Including AI to your contact middle is a game-changer, and transferring to the cloud provides you entry to the perfect the trade has to supply. AI comes baked into many CCaaS options, which opens contemporary alternatives for corporations to leverage pure language engines like voice bots, chatbots, or conversational IVRs to allow extra self-service choices for patrons whereas liberating up human brokers and driving the price of service down.

Find out how to get began: Carry and Shift vs Carry and Shine

Generally, it makes excellent sense to take what you might have in your on-premises answer and simply transfer it to the cloud. Different occasions, a cloud migration is a superb alternative to reassess priorities and look at how your prospects are interacting with what you are promoting. Determine your prospects’ true intents: What does a profitable interplay with what you are promoting appear like to them? How will you ship personalization and alternatives for self-service? Then, convey that imaginative and prescient to life by shifting the way in which you concentrate on your contact middle and throwing the rule guide out the window.

If a transfer to the cloud coincides with a foray into AI, perhaps your IVR turns into conversational. Do you have to revamp name flows or components of your buyer journey to make them extra user-friendly? How will you incorporate chatbots, voice bots, or different digital channels or real-time communication? No matter you resolve, it’s essential have a meticulous plan to make sure a easy transition.

In the event you fail to plan, plan to fail

All too usually, as a cloud migration will get rolling, the contingencies, nuances, and complexities overwhelm even the perfect migration groups.

When Electrolux3 got down to consolidate their European on-premises contact facilities into one cloud-based answer, the group quickly realized that bringing collectively the employees, processes, and authorized necessities from completely different nations and languages would create a brand new set of challenges. With its present totally handbook testing course of, there was no method for Electrolux to run checks on the new scale demanded by the cloud. Guide testing proved too gradual to maintain tempo. Additionally they struggled to persistently measure cloud surroundings stability and shortly establish points that wanted to be addressed from the client’s perspective. Electrolux turned to Cyara for assist monitoring voice high quality and digital channels, enhancing end-to-end name routing, and accelerating their regression testing from 14-day cycles to in a single day to get their migration again on observe.

Guarantee your cloud migration with the precise testing and processes

A rigorous testing routine will just be sure you understand how the system carried out earlier than, throughout, and after key steps in migration. Sadly, no group of handbook testers can do that astutely with out assist from automation.

Even within the cloud, the know-how required to run a contact middle includes integrating disparate methods — similar to a CRM or ERP — not delivered by the CCaaS platform. Cloud suppliers will take a look at their options with their very own know-how, however they received’t take a look at your cloud occasion together with your information and your integrations, which is important to guarantee efficiency.

That is an immense, advanced job that may require many rounds of coding and testing. It is advisable efficiently get by way of all the migration course of to day 0 and flip the swap with confidence and assurance. Guaranteeing this goes easily requires complete testing.

The earlier you’ll be able to totally migrate to the cloud, the earlier you’ll be able to acknowledge the advantages and economies that come together with that transfer. Corporations that use Cyara to guarantee their migration transfer to the cloud 2x sooner than those who don’t. Study extra about how Cyara helps at each stage of the cloud migration journey by reading our eBook.

1: No Jitter. “Genesys Cloud: And Then There Was One.” October 2022.

2. Research And Markets. “Cloud-Based Contact Center Market by Component, Deployment mode, Organization Size, Industry and Region.” June 2022.

3. Electrolux Case Study by Cyara


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