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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
Blackchair to demonstrate its CX analysis platform at the G-Summit Europe 2019

Blackchair is proud to announce its presence at the G-Summit Europe 2019 hosted by Genesys, taking place in Amsterdam, the Netherlands from September 10th to 12th. A silver sponsor of the event, Blackchair will be present to demonstrate its DevOps automation and auditing features for Genesys PureEngage, Pureconnect and PureCloud, SLA management, migration capabilities and…

August 29, 2019
Customer data protection: How to protect customer data on the cloud

Customer data protection refers to the policies, technology and processes, contact centres undertake to protect the personal information of their customers when operating on the cloud. But beyond that, the ability to protect your customers’ data is a major statement on your brand. Failure to do so spells disaster for customer confidence and reputation. Hence,…

July 10, 2019
The importance of visibility in UC cloud

The shift to UC cloud has allowed contact centres to enhance communication with customers while reducing operating costs. However, many contact centres have yet to realise the importance of maintaining visibility in their cloud. We feel that most are not even aware of the concept of visibility and its benefits. Aware or not, contact centres…

July 3, 2019