A Checklist for Migrating Your Contact Center to the Cloud

Posted on April 15, 2020

This article is condensed and originally appeared in Contact Center Pipeline.

A thoughtful game plan to simplify the migration process from planning to execution.

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers can lead to a loss of business and lost customer loyalty. Given that contact centers often support customers in stressful or frustrating situations, the need for high-quality service is even more vital to company longevity. If an already unsatisfied customer is faced with a dropped call or degraded audio quality during their contact center experience, it can reinforce their dissatisfaction and perhaps cause them to give their business to a competitor.

Business and IT leaders have taken note of the impact contact centers have on overall customer satisfaction and have invested in tools to optimize these experiences. As a result, the contact center market has witnessed a tremendous evolution over the past decade giving birth to the concept of contact center as a service (CCaaS). CCaaS is a cloud-based customer experience solution that allows companies to leverage a contact center’s software for its own customer service operations. Now, as organizations are looking to partner with contact centers that offer cloud-based services over traditional on-premise offerings, contact centers are adapting cloud-based voice and messaging capabilities to remain competitive.

Transitioning contact centers from on-premise hardware to the cloud can deliver numerous benefits, including greater flexibility, better cost structures, faster deployment times, easier provisioning, as well as outsourced management and maintenance of distributed sites and agents. Additionally, cloud-based contact centers also reduce the burden on IT teams, allowing them to focus their resources on other strategic initiatives to grow revenue.

Despite the growing popularity of cloud-based communication services and the multitude of benefits they offer, some contact centers and businesses are still reluctant to make the switch because of the investments made in current infrastructure and staff. Given contact centers are so vital to a company’s bottom line, understandably it can be unnerving to switch from utilizing traditional telecom services to migrating services to the cloud. However, if done with attentive and strategic planning, the transition from traditional telecom to cloud-based contact centers can be smooth and ultimately result in ample process improvements.


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