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Using a “moving” company when you’re migrating your CX systems is a no-brainer!

Using a “moving” company when you’re migrating your CX systems is a no-brainer! When you are moving house across town or across the country, it can be a very stressful time. You will be worried about perhaps losing or even breaking things. You’ll have a long list of things to do, when to do them,…

November 12, 2020
Here’s a sneak peek into our CX/UC excellence webinar

When I speak to executives who represent contact centres or UC solutions, they tell me about some of the challenges they face with their UC/CX solution. While the words and specifics vary, it all boils down to one core issue: A lack of oversight. It presents problems when engineers need to troubleshoot issues, monitor resource…

September 14, 2020
Staying on top of the cloud migration process with the right configuration management tools

Cloud migration comes with its share of risks. In an ideal world, migrating to a new platform would be as simple as copy-pasting text on MS Word. Unfortunately, that is not the world we live in. Instead, we live in a world where the cloud migration process is fraught with complications with the propensity to…

February 7, 2020
Essential KPIs to measure cloud migration services

KPIs are an essential part of cloud migration services. Contact centres and cloud providers need to operationalise and measure the quality of the end-user experience (employee workflow), security (to protect data) and infrastructure (to support their operations). Having the right KPIs helps all parties monitor the migration process to see which areas are doing well…

September 17, 2019
Drafting an agreement to secure intellectual property during cloud migration

Securing intellectual property (IP) should be a top priority for any contact centre looking to migrate to the cloud. The reasons for the importance are two-fold: regulatory compliance and securing a competitive advantage. However, migrating to the cloud can muddy the subject of ownership, especially when working with a cloud provider. There is also the…

September 10, 2019
How do you keep ownership of your business IP as you move to the cloud?

The benefits of a cloud-based solution for contact centres are numerous, but so are the challenges of migrating to the cloud. While the topic of maintaining a smooth migration has been discussed at length, what is not given as much attention is the protection of business intellectual property (IP). The solution many companies adopt is…

September 3, 2019