The two most common pitfalls of CCaaS migration that organizations need to watch out for

Cloud technology serves to be a cornerstone that supports the future of business applications and like many operations that have transitioned to the cloud, the migration of contact center operations to CCaaS is of prime importance for elevating customer satisfaction and engagement while stepping into the modern CX environment.

CCaaS allows businesses to deliver interactions through various channels and offers many benefits, such as lower costs, greater flexibility, faster adoption of innovation and improved contact center efficiency.

Hence, many organizations strive to embark on their contact center migration journeys in haste—however, it is an endeavor that is rife with challenges and pitfalls when not coordinated and planned comprehensively.

The CCaaS Salesperson has the easiest answer, just build what you have again in the Cloud, no problem. That may make the sale happen quickly, but it will not deliver quickly or produce the best outcome. Common sense says it’s the lowest risk and the fastest path. What if we could prove it’s one of the high-risk options and the longest path?

Read on and explore the two main pitfalls that are encountered in migrating to CCaaS operations and discover what you need to watch out for when planning a smooth and seamless migration for your contact center.

Failure to execute proper discovery and documentation of the current CX environment

The approach to avoid is the one that not only reproduces inefficient you have today but that demands that each “new” line of business solution is built from scratch developing those historical inefficiencies. If you study what you have before you start out you can determine patterns, opportunities for common functions. Build once and apply to many Use Cases should be the leadership directive. Then keep those great constructions in a repository as a template! Now you have the foundations for accelerated delivery, easy life support and quicker adoption.

The emphasis on correct planning and preparation is often overlooked by organizations in their rush to rapidly adopt CCaaS solutions and overcome current challenges, due to this oversight companies are expected to waste up to US$ 100 Billion on ineffective cloud-migration projects by 2024 according to a study by McKinsey.

The most proven solution that offers extreme speed and extensive reliability in this regard is provided by automated discovery services, allowing organizations to examine and clearly map out the CX currently delivered by their contact centers and enabling them to clearly determine which channels, configurations and customer journeys need to be improved, preserved or removed before starting the migration to CCaaS.

Only through accurate discovery, insightful CX forensics and comprehensive documentation of the current CX landscape can development teams and business leaders craft the ideal experience by setting clear CCaaS migration goals and by determining how it should perform as well as how it can meet the overarching objectives of the business.

Missing out on identifying or considering new points of integration in CCaaS solutions

The modern CCaaS solutions comprise a whole host of connected tools and systems. Organizations are tasked with integrating a multitude of tools they use such as their CRM tools, Interactive Voice Response (IVR)  and AI systems within one unified CX environment.

However, most organizations fail to comprehend that each integration results in its own set of new challenges that need to be addressed. Hence, businesses bear the responsibility of ensuring that connected databases and tools maintain the security of all data from the end of one customer journey to the next, in addition to making sure that all parts of the platform work well together.

Organizations need to also have sound strategies in place to constantly monitor and track any issues that may arise to reduce system downtime and mitigate the risk of any damage to the reputation of the business from unaddressed risks.

Audit, Automate and Adapt using automated configuration and DevOps management service which can help organizations streamline and synchronize their CX environments bridging the gaps between their multiple systems, ensuring better synergy in CX delivery

Avoid pitfalls and conquer all CCaaS migration challenges with proven automated solutions from Blackchair

Providing tried-and-tested solutions to organizations across the globe to enable optimized CX delivery and realize contact centers that continue to function at peak performance is our forte.

Explore how Blackchair can assist your organization in leading an effective and revolutionary CX transformation that is risk-free and swift, to bring in greater returns and efficiency from your contact center operations.