Essential KPIs to measure cloud migration services
- September 17, 2019
- Apira Giriharan
- Cloud Migration
- No Comments
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…
Drafting an agreement to secure intellectual property during cloud migration
- September 10, 2019
- Apira Giriharan
- Cloud Migration, Intellectual property
- No Comments
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…
How do you keep ownership of your business IP as you move to the cloud?
- September 3, 2019
- Apira Giriharan
- Cloud Migration, Config management
- No Comments
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…
What is cloud commoditization and does it affect cloud migration?
- June 11, 2019
- Apira Giriharan
- Cloud Migration
- No Comments
Commoditization (when goods or services lose unique characteristics and become indistinguishable from its competitors) is an ongoing trend in cloud computing. However, while we see the positives of cloud commoditization, we strongly feel that the actual cloud migration process will not change. In this blog, we dive into why the cloud is being commoditized, and…
Five Ways to Optimise Contact Centre Cloud Migration
- June 4, 2019
- Apira Giriharan
- Cloud Migration
- No Comments
Contact centre cloud migration is a process fraught with complications. It requires communication with different departments, careful handling of information (customer information), preparation for the unexpected and attention to call quality. Migrating to the cloud reaps long-term rewards but is also fraught with complications. However, by working with the right partner and following the right…