Although the concept of the Cloud is already clear and the phrase “migrate to Cloud” is quite trite, there are still many companies that do not know how to do it or that have already started their journey to the cloud but have not done it well. It’s bound to happen, but that doesn’t mean we’re going to make avoidable mistakes or waste money. In fact, according to the latest IDC report on “Multicloud Solutions for Digital Transformation”, in 2022 40% of the main IT spending was related to Cloud, a figure that will rise to 80% by 2028. In Spain, it is estimated that the cloud market will grow by around 20% per year over the next few years.
Mistakes you should not make
- Not having a long-term plan
Migrating your Contact Center to the Cloud is a process that requires planning and control. When you start, you must take into account what you want to achieve with this change, and what tools and personnel you need to do it, but also keep track of each step. It is not a static action in time, because technology changes, software evolves, etc. You have to take into account in the planning of the cloud migration that variations or modifications will occur over time.
- Not evaluating suppliers
Just because your competitor or your friend has it doesn’t mean it will work for you. You must evaluate Cloud provider methodologies and application functionalities. It is important that you recognize the needs, requirements, and IT infrastructure of your company and that you have a technological ally that tries to make a process based on the specific situation of your company.
Now, to make it easier for you we will share with you a list of things to consider when migrating your Contact Center to the Cloud:
3 things to consider when migrating your Contact Center to the Cloud
1. Identify your needs and objectives
Define what your objectives are. That is, whether you want to improve your customer experience, optimize agent management, or perhaps some business competencies such as cost, flexibility, scalability, security, etc.
You also need to understand your current system. What do you have, what functionalities does it have, and what does it allow you to achieve right now? At this point, it is important to analyze which applications will need integration. Perhaps your CRM tool, ticketing system, etc.
In other words, you must know where you start and how far you want to go. This will make it easier for you to implement a work plan, choose a provider and follow up afterward.
2. Guarantees service continuity
Migration is not done overnight, especially when there is a customer experience that must continue to be taken care of. The best thing to do is to establish implementation phases.
To have this under control you must have a provider that works hand in hand with your IT team. This alliance will be essential.
At this point, it is also important to work on the training of the agents, who in the end will be the ones who will use the tool.
3. Detailed monitoring
Implement metrics to measure the success of the project including cost, time, business infrastructure, security, user experience, and failures.
Remember to monitor this at every stage of the project, even when it goes live you must continue to monitor. There will be new updates to the system constantly and you must detail each step so that this does not interfere with your customer’s experience.
