A contact center agent used to go to the same office and sit at the same desk each and every workday. That’s no longer the case. Cloud-based contact center solutions are a big reason for the change, as the cloud provides off-premise servers for your data and solutions that can be accessed securely through the internet.
While the shift to cloud-based contact center software has been an ongoing trend for a few years now, the push to remote work in 2020 has sped up the pace of innovation. Taking advantage of this software without overhauling the processes and solutions that have worked for you in the past can be a daunting challenge. That’s where the right cloud migration assurance solution can help.
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The Cloud Advantage
The appeal of the cloud is clear-cut — especially these days. In an increasingly remote working world, agents often use their personal devices and networks. A remote agent can access information and solutions stored on the cloud, no matter how far they are from their employer’s office. This allows for organizational agility across the board and improved workforce optimization.
Some other potential advantages of a cloud-based contact center solution include:
Legacy systems that store information in a physical location are far more likely to limit collaboration and knowledge sharing, with valuable data, metrics and insights isolated in departmental silos. This is far from ideal for contact centers. A virtual agent must quickly find solutions to all kinds of problems, and customer satisfaction lies in a fast and effective resolution. The cloud makes efficient communication and knowledge sharing possible.
Cloud contact center solutions help ensure that the technology used throughout your organization is the latest and most up-to-date version available. Not only does a cloud solution continually release and deploy updates automatically, these updates often incorporate new features and capabilities that can increase the effectiveness of your contact center, it also means that you’ll always have all the latest cybersecurity patches available.
While an on-premise solution limits the amount of storage you have, working with a cloud provider allows you to grow and retract with the needs of your business. With no physical, on-premise hardware to modify or maintain, it’s relatively easy to add new capabilities as they are required. You can also remove applications that your business has outgrown with very little hassle.
AI can help you retrieve and surface customer data, while desktop integrations can propose new tactics for the agent during both inbound calls and outbound calls for unified communication data analytics. Contact centers also use AI-driven technology and machine learning for speech recognition and transcription, which can be integrated into later training. These translation options can also be used for customers who speak other languages.
With this kind of enhanced functionality at their fingertips, new agents will have a lower learning curve and achieve both customer support and customer engagement success earlier in their career. With easier access to information that can inform effective solutions, businesses are sure to see an increase in agent performance and customer satisfaction. Instead of searching through multiple systems for answers, agents can focus more efforts on providing the most personable experience possible – a big boost for the contact center customer experience.
Ultimately, for any business, one of the key advantages of cloud technology is how it impacts the bottom line. When managed effectively, cloud contact center software delivers on cost savings and exceptional ROI. Adding cloud capabilities can also improve organizational efficiency, slash your IT budget and even (if you wish to go fully remote) help you save on renting office space.
For more information, check out our webinar “Why Moving Your Contact Center to the Cloud is More Important than Ever.”
So, what will it take for your IT team to modernize your contact center and boost agent performance with this technology? First, you’ll need to find the right cloud contact center provider. After that, you’ll need to craft a foolproof strategy for flawless cloud migration.
The challenges of a successful cloud migration
The migration stage is absolutely critical to getting the most out of your new cloud platform. Migration is the process of taking your existing data and reconfiguring it to work effectively in the cloud context. Of course, in a process so complex, it’s not uncommon to run into challenges, especially without the proper supporting solutions.
As you look ahead to a successful crm integration, think about the following:
Understand your current IVR setup
Interactive voice response applications are often old and not well documented. That can make it difficult to fully understand your existing IVR applications and how to migrate them successfully. This is important, as it’s also the first thing your customers will experience when they place a call. Look to ensure that your new setup works the way it’s intended to and runs smoothly through the customer journey. The discovery process (more on that below) is your chance to get a complete picture of what exactly you’re working with.
Take what you need, not what you have
Not everything stored on your on-premise server is still relevant to your business. Migrating everything as-is could create confusion down the road and interfere with the advances that are possible with a cloud-based solution. Think of this process as quality management before turning in a final product. Full documentation of your existing solutions can ensure that you’re only bringing over programs and files that are necessary, and that will work in the cloud environment.
Build a strategy
Creating a comprehensive checklist and making sure you check all the boxes is a good way to stay organized. Some key areas include checking your trunking and outbound capabilities, ensuring that media like chatbots, SMS and email are integrated successfully and retaining both real-time and historical reporting of data.
Remember, every contact center is different. Be sure to develop a strategy that speaks to your unique needs.
For more information, download Cyara’s Migration Strategy Checklist.
Assuring your contact center migration
Our cloud migration solution, the Cyara Accelerator, does just what its name implies — it accelerates your cloud migration process. With Accelerator, you can avoid the common pitfalls of cloud migration and improve workforce management at the same time.
Cyara can help you take a baseline of all your current IVR customer journeys and determine which paths need to be fully migrated and what can stay behind. The platform will also check to verify that the transfer to the cloud happened successfully and without the hiccups often associated with the process.
The platform can:
- Perform IVR application discovery: IVR application discovery will review all menu options in order and produce baseline documentation. Cyara can crawl your existing IVR and automatically create a CX model that documents your current call flows.
- Perform automated testing: An automated testing solution repeatedly runs tests on your application and ensures that errors are caught early, before they can create new issues.
- Supply continuous CX monitoring: Even after you’ve migrated your information to the cloud, you’ll still need to check for potential errors once it’s up and running. Cyara will run continuous testing on your IVR.
The result? A seamless migration process that reduces defects and unplanned work and improves both customer interaction during incoming calls, customer service on the back end.
Cyara is able to assist with migration for any cloud contact center provider — including Amazon Connect and Genesys Cloud. Every day, the world’s most recognizable brands trust and rely on Cyara to assure their CX. Is yours next?