Once, contact centers were in physical office locations, where agents would return day after day. However, following the push to remote work since 2020, cloud-based technology has drastically altered the norm. To stay ahead of the curve, many businesses are working to migrate their existing data to cloud-based content center technology.
Learn how Cyara can help your business maximize testing coverage and proactively address CX issues with automated regression testing solutions.
While the cloud has many clear advantages—increased organizational flexibility, fewer silos, and long-term savings, to name a few—there are also many challenges that can arise during migration. However, when you leverage automated regression tests, you can mitigate these potential issues.
The Challenges of CCaaS Migrations
According to this study, 40% of respondents stated that they have experienced only limited success during their business’ CCaaS migration. So, while cloud-based technology boasts a wide range of benefits that are essential to a business looking to remain competitive in today’s climate, it’s also difficult to make a seamless transition.
Why is that the case? For many, cloud technology is extremely complex, and there are many moving parts that, during a migration, can create issues. Whether it’s corrupted data, a lack of expertise in cloud technology, or another factor, there is plenty of room for error, which can leave businesses feeling frustrated and lost.
Simply put, migrating to CCaaS is no easy feat; the technology requires continuous testing and monitoring. Even the slightest error that pops up in the middle of the process can have a massive impact on your CX. For instance, a necessary aspect of your old technology that’s required for agents to make outbound calls may not be compatible with your new CCaaS, leading to missing links in your CX that are necessary to proving a quality customer experience. If these issues go unnoticed post-migration, your agents will be unable to do their jobs, leading to increased frustration on both the agent and customer sides.
The Importance of Regression Testing
To succeed and receive the best result during the migration, it’s critical to understand that this complex technology won’t sort itself out, and it’s up to you to understand where an issue may be hiding, so you can take action before disaster strikes.
Simply put, regression testing verifies whether defects have been introduced or re-introduced into your infrastructure following changes or updates. Unlike other types of tests, regression tests allow you to confirm that your CX functionality remains the same and hasn’t been impacted by new changes to the code.
Regression testing allows you to mitigate the risk of costly errors and downtime when it’s time to migrate your data and employees to the new system. As you migrate to the cloud, regression testing is essential to identify areas where an issue may occur, such as:
- Identifying data loss
- Verifying integrations still work
- Testing customized elements
- Checking adherence to compliance standards
- Ensuring the correct mapping of old data
- Validating system functionality and scalability
- Reducing the risk of performance issues
A CCaaS migration is a large undertaking, which makes regression testing a must to verify that your contact center is prepared to continue delivering excellent CX at scale.
The Benefits of Automation
While it’s critical to your business’ success to ensure that your technology is optimized correctly and is performing exactly as designed throughout the migration process, manual testing processes are incredibly time-consuming and inefficient. Without the right tools, it can take hours upon hours to crawl your technology for errors. And, even then, it’s possible to miss key defects that can create outages, downtime, and other CX problems. Failing to identify these issues also creates more work for your team, who would be forced to react.
When automated regression testing solutions, you can run frequent, repeatable tests to confirm whether the migration was successful. In addition to saving your valuable time and resources, the automated tests empower you to proactively catch and rectify issues, before problems grow further, and your customers are impacted.
Even then, after the migration has been completed, the automated regression tests can be scheduled to run after you perform a new update or want to check for potential errors in the future. As a result, you’ll ensure a seamless CCaaS migration and confirm that your new system is prepared to handle customer traffic at scale and without defects.
Discover the Difference with Cyara
Cyara’s AI-led, CX Transformation Platform is prepared to help you assure a flawless migration to cloud-based technology. Migrate to the cloud without any worry that your CX will be severely impacted with Cyara’s automated regression testing solutions.
When you partner with Cyara, you’ll be able to accelerate your CCaaS migration strategy and avoid the common challenges that many businesses face when switching to complex technology. In addition, Cyara can help you create a cloud migration checklist, determine which parts of your CX journeys need to be fully integrated and what can stay behind, and verify that your migration was a success.
Cloud technology is complex—but your CCaaS migration doesn’t need to be. Cyara enables you to tackle the challenge with confidence with automated regression and performance testing. Empower your business to deliver excellent CX and improve cost savings, all while avoiding defects that can hinder customer interactions.
