Sandie Simms explains how to avoid the top five pitfalls when migrating your contact centre to the cloud.
Post-Deployment Repairs Can Cost Ten Times More Than Getting It Right the First Time!
Most organizations will undertake contact centre migration to the cloud at some point. But cloud migration is complex and careful planning is key in avoiding the many pitfalls. From bandwidth and security issues to the interoperability between your systems within the cloud, moving to the cloud can negatively impact your users and customer experience.
Organizations sometimes think that moving to the cloud is a “silver bullet” for their contact centre. Faced with the need to reduce unnecessary calls, increase self-service, proactive service, reposition live assistance and consolidate cost management, many organizations move to the cloud believing it will solve all their issues.
Unfortunately, as a result, they overlook critical contact centre testing requirements when moving to the cloud.
What’s the Impact of Failure?
The failure by organizations to carefully plan and execute cloud migration projects is the cause of outages, downtime, unworkable customer journeys, customer churn, reputational impact and lost revenue.
And fatally, most teams do not validate the success of cloud transition programs and fix problems until they are post-deployment. Yet post-deployment repairs can cost as much as ten times more than getting it right the first time, so it makes sense to invest time and resources at the planning stage.
So, Why Do Cloud Migration Projects Sometimes Fail, and What Can Be Done About It?
Our recent educational webinar on the 5 Cloud Migration Pitfalls led by VP of Product Jeff Reedy and Kurt Dahlstrand, VP Solutions Engineering, used real-world examples to help attendees avoid falling foul of failure.
Cloud migration projects can fail for various reasons, but these are the top five pitfalls that are critical to avoid:
- Designing without a blueprint
- Not understanding existing performance
- Not validating CX end-to-end
- Inadequate end-to-end performance testing
- Ownership of the customer experience
It is easy to get carried away with the idea of a new cloud contact centre with the latest technologies to improve service standards, CX and customer satisfaction. However, it’s also critical to do the planning necessary to ensure that service journeys are more relevant and easier for the customer, whilst minimizing downtime and maintaining business as usual to meet long-term Service Level commitments.
With contact centres using on average 12 applications, according to Gartner, understanding the complexities of these applications and their interdependencies prior to cloud migration is essential.
How Can You Ensure a Successful Migration to the Cloud?
Using Hammer as your technology partner gives you the proof you need to implement contact centre cloud migration projects confidently. Hammer testing solutions enable you to predict the behaviour of complex IP-based environments in the real world and gain access to proven methodologies and frameworks.
We can help you pre-empt significant problems by delivering expert, end-to-end validation of expected real-world performance, across multiple channels, whether integrated voice, video, and data.
Uniquely we can also offer insight into the quality of the application as customers experience it, enabling you to overcome the complexity inherent in today’s sophisticated, hybrid communication environments and ensure success when moving your contact centre to the cloud.