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,…
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…
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…
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…
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…
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…
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…