As companies strive to improve customer experiences while also reducing costs and boosting productivity, a contact center cloud migration often becomes a priority. There are several benefits that come with shifting a contact center to the cloud, including better flexibility and new integrations with other software, as well as customization options.
There are also a lot of features that come with a cloud solution, from SMS (short message service) and chat to granular reporting and voice logging. A vision of these features and a seamless transition to the cloud are often in conflict with the reality of a bumpy process filled with unanticipated obstacles. While dreaming of benefits like improved speed to market and better compliance tools, IT teams should be implementing the following steps to prepare for the realities of a contact center cloud migration:
Start With a Baseline: Examine how your existing contact center solution has evolved over time. This can help you see the path of customer journeys and create a record of problems with your existing situation. It also helps you adequately test the features and performance of potential solutions. Setting a baseline allows you to determine what you will need for excellent voice quality, which involves the agent, computer, the internet service provider, and the contact center network.
Update the Customer Experience: Every customer’s path is unique, but in general terms, the buying process begins with awareness, then consideration before a purchase. There’s also service and expansion. When teams want to optimize this journey for the customer, it often involves improving both self-service and agent-assisted service.
Testing Automation: Automating your testing allows for new functional tests to occur at the same time that customer journeys are being designed. Many contact centers prioritize automated regression tests that can be run throughout the contact center cloud migration. Effective migrations include testing solutions driven by design that are able to create testing updates even as designs are created.
Scale Your Testing: Don’t settle for a one-and-done testing model. Your decision should include scaled testing that helps determine whether the cloud contact center platform and the corresponding apps, as well as your network, are all able to operate at the scale you need, particularly when it’s a high-pressure situation. Ongoing quality assurance policies can help with regular testing and identification of any problems with network performance.
Prioritize a Monitoring Plan for Design Production: There needs to be a monitoring plan that follows all customer journeys, how calls are routed, and business rules. It should also include a variety of channels and your backend systems. A monitoring plan will measure availability, performance, and the completion of transactions.
If your enterprise is considering a contact center cloud migration, contact us at One Connect. We can help you determine your baseline, create the right types of testing, and outline a monitoring plan for optimized customer experiences.