February 6

Three key points to consider when setting up a cloud-based global CCaaS operation

With the advancement of remote technologies, organizations are adopting cloud-based CCaaS (Contact Center as a Service) platforms to overcome the limitations of legacy contact center systems. 

More enterprises are embracing this transformation as legacy vendors are making their aim of moving on-premise customers to the cloud more explicit, with some major legacy vendors having already discontinued new sales of their on-premise CX platforms.

As new sales wind down, there is an obvious concern about security and support services also being discontinued in the short term, prompting many large-scale organizations that are currently reliant on legacy CX platforms to consider migrating their global CX operations to the cloud swiftly.

This update will highlight three key points for consideration when setting up a global CCaaS operation in the cloud rapidly.

Embrace a solution that is native to the cloud

The first consideration is to embrace a cloud-native solution. Some CCaaS platforms are more scalable than others, and choosing a cloud-native solution that scales easily is of utmost importance for extensive migration projects. 

Gauge potential cloud-based CX platforms based on their scalability, open platform, self-service configuration, and pricing. The ideal solution should have the ability to evolve with the changing needs and operations of the organization, a capability that is enhanced through the cloud. 

Be wary of the common pitfall where workloads can be rapidly moved to the cloud without any of the service maintenance, resulting in a significant drain on time before the full functionality can be brought up to speed.

Avoid replacing obsolete processes from legacy systems in the cloud

The second consideration is to avoid replicating obsolete processes directly from the legacy platform back in the cloud.

Over the years, organizations often layer on new updates and features directly on top of the base functionality of their legacy systems, adding layers of complexity and circumventing older capabilities that are no longer necessary. 

It is advisable to exercise caution when migrating systems and processes from the current legacy platform to the cloud—as it is essential to streamline the approach to save cost and effort in the long run.

Pre-migration forensics can help organizations define a new contact center experience from start to finish, and CX migration automation can be utilized to quickly set up and run a contact center. 

Be mindful that CX migration is a constant evolution

The third and final consideration is to accept that the migration to a CCaaS platform is a constant evolution

Upon completing the migration, organizations should expect to experience an improvement in customer satisfaction, better CX delivery, increased agility, and reduced costs. 

However, it is essential to recognize that CX migration is not a one-and-done process but a continuous evolution that requires continuous monitoring and improvement.

Leverage the power of automation to enhance success in the CX migration journey

Through careful consideration of these three key points, businesses can improve their chances of success and cost-effectiveness in their migration to the cloud.

However, all migration projects should begin with data-driven insights prior to migration processes being initiated, this ensures that organizations have a clear idea of the state of their current platform, as well as a good direction on how to configure their new platform to offer optimal CX.

Moreover, it is recommended that organizations opt for end-to-end CX migration assurance by leveraging a tried and tested CX migration automation solution. This will ensure that the migration journey is more convenient, while mitigating risks that can arise due to human error, and optimizes the costs and effort invested in the migration of CCaaS operations at a global scale

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