Achieve a successful contact center migration to CCaaS and deliver supreme engagement!
Thinking of CX migration for your legacy contact center? Utilizing automated discovery backed by CX forensics and post-migration configuration management creates the difference between successful high-performance CCaaS operation and failure. Explore how to get CX migration right the first time.
In the new age of CX delivery, high engagement with customers and providing customer satisfaction with every interaction is crucial for maintaining and growing results and returns.
Operating a contact center has for decades been the most potent tool organizations have at their disposal to deliver desirable CX to retain and engage customers while also building loyalty. However, the race to deliver better CX amid tougher competition triggered many evolutions in this space.
At present, CCaaS operations are proving to be the most modern and optimal platform for delivering unparalleled CX across the board. This has led many organizations around the globe to consider migrating their legacy contact centers to the cloud.
Therefore, exploring the primary considerations organizations need to make when planning to migrate to CCaaS while guaranteeing success and maximum ROI from this endeavor.
Why are organizations prioritizing contact center migration?
The fierce competition that grips most markets globally ensures that businesses think on their feet, innovate and find more impactful ways of connecting with and delighting their customers by better catering to their needs and requirements.
The quest for achieving excellence in CX delivery led to a transformation in contact center technology with CCaaS becoming the most modern and most effective iteration of this function.
CCaaS operations leverage the significant capabilities of cloud technology to perfect contact center operations and allow organizations to benefit intensively, a few of the main ones are as follows:
- Breaking down data silos for better uniformity and integration in CX across all channels
- Offering greater scalability and reliability by leveraging modern cloud infrastructure
- Maximizing ROI and results through greater efficiency and productivity in operations
- Minimizing risks and threats through stringent cybersecurity measures for data protection
Take the first step in the right direction when initiating a successful contact center migration in your organization with automatic discovery backed by accurate CX forensics.
What to consider when initiating a successful contact center migration to CCaaS?
There are many points to consider for organizations that plan to migrate their contact center operations to CCaaS, with the present expectations of customers, this shift has now become a necessity.
With many organizations planning the initiation of their CX migration, the following are the main considerations they need to make:
Setting clear objectives for CX migration by confidently establishing the status of the current legacy CX environment
The discovery of configurations is an integral part of understanding the current status of any legacy CX environment when preparing for migration to CCaaS. Organizations that opt for manual discovery face extreme challenges due to its significant costs, resource requirements and potential for error. Utilizing automated discovery services on the other hand can ensure that organizations are able to leverage powerful insights on the current state of configurations of the legacy CX environment to gain complete visibility, which will also help in setting objectives and mapping out a reliable path to CX migration through accurate CX forensics.
Opting for automated and secure migration of your contact center to CCaaS backed by end-to-end migration assurance
Eliminate all possibilities of human error and save significant time for development teams by opting for proven automated CX migration solutions that offer end-to-end CX migration assurance for dependable results from successful migration projects delivered on time. Keep track of all vital configurations that are carried forward to your new CCaaS operation and know which misaligned or junk configurations are removed during the migration. Choosing this route allows organizations to effortlessly cut through the many layers of redundancy built upon their legacy CX systems to discover and migrate the correct configurations and settings.
Utilizing automated solutions for optimally managing CCaaS configurations, DevOps and post-migration operations
Maintaining peak efficiency and maximum performance within the new CCaaS operation should be as much of a priority for organizations as the initial decision to initiate their CX migration. This is to ensure optimal results and returns from the cloud contact center at all times. Using an automated solution in this regard will allow organizations to monitor all changes made along with details on who made the changes and when. Moreover, these solutions enable the automated rollback of changes that are unstable or erroneous—so that all issues posed to the smooth functioning of the CCaaS operations can be addressed rapidly and efficiently.
FAQs
Clarity automated discovery service by Blackchair scans your CX environment automatically to lay out a clear road map for CX migration based on the requirements and nature of your contact center operation.
By auditing the legacy CX environment, Clarity can identify misaligned and junk configurations to assist organizations in eliminating the redundancy built into any legacy contact center and decide on objectives for the CX migration.
The most recommended and proven method for initiating CX migration is through a guided approach powered by comprehensive pre-migration CX forensics enabled by an automated service such as Clarity to gain a complete understanding and visibility into your contact center.
Yes, Symphony is an automated service by Blackchair that allows you to optimize synergy within your cloud contact center and synchronize the various systems involved in CX delivery for a more streamlined and efficient operation that can help businesses maintain their pace at the post-migration stage and continue to unleash the full potential of their CX transformation efforts.
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Leverage class-leading automated discovery solutions to power your CX migration!
Blackchair allows businesses to realize their CX migrations backed by end-to-end migration assurance and powerful automated solutions that maximize success and productivity in the migration process.
