‘Cloud’ is a buzzword that has run its course in loads of industries, however there’s a resurgence of cloud speak within the contact middle enviornment nowadays.
Contact Heart as a Service (CCaaS) is a high-priority digital transformation undertaking for a lot of companies world wide, and a few of the greatest gamers in tech are leaping in with each toes. Zoom, Microsoft, Amazon Internet Providers, Google, and Salesforce are all touting new concepts to leverage voice, digital and technological advances like synthetic intelligence (AI), pure language processing (NLP), and machine studying (ML) within the contact middle. On the similar time, legacy on-premises gamers like Genesys1, Cisco, and Avaya are making huge bets on the cloud.
Whereas midsized firms have usually discovered it simpler to maneuver their contact facilities to the cloud (many have been urged on by the push to have contact middle brokers working from house in the course of the pandemic), many larger enterprises have but to make the leap. The worldwide marketplace for CCaaS choices is predicted to develop by 26.1% yearly2 from 2022 to 2027, increasing from $17.1 billion to $54.6 billion. With all the excitement about CCaaS within the trade and amid looming financial uncertainty, it’s life like to anticipate that this shift will occur even sooner.
The true distinction between cloud and on-premises
Conventional contact middle expertise is constructed purposefully. It’s supposed for use as a telephony-based name middle answer, and it has labored very well for a very long time, which is partly why bigger organizations haven’t been as fast to leap to the cloud.
The cloud is a distinct kettle of fish. Many CCaaS choices embody an assortment of applied sciences, apps, and integrations with an ecosystem of companion apps assembled to kind a contact middle. Along with core contact middle performance, cloud options have added perks, like built-in productiveness instruments and AI integration, which conventional telephony options simply can’t match.
Including AI to your contact middle is a game-changer, and transferring to the cloud provides you entry to the very best the trade has to supply. AI comes baked into many CCaaS options, which opens contemporary alternatives for firms to leverage pure language engines like voice bots, chatbots, or conversational IVRs to allow extra self-service choices for patrons whereas liberating up human brokers and driving the price of service down.
Easy methods to get began: Raise and Shift vs Raise and Shine
Typically, it makes good sense to take what you might have in your on-premises answer and simply transfer it to the cloud. Different instances, a cloud migration is a good alternative to reassess priorities and look at how your clients are interacting with your small business. Establish your clients’ true intents: What does a profitable interplay with your small business seem like to them? How will you ship personalization and alternatives for self-service? Then, convey that imaginative and prescient to life by shifting the way in which you concentrate on your contact middle and throwing the rule e-book out the window.
If a transfer to the cloud coincides with a foray into AI, possibly your IVR turns into conversational. Do you have to revamp name flows or components of your buyer journey to make them extra user-friendly? How will you incorporate chatbots, voice bots, or different digital channels or real-time communication? No matter you resolve, it is advisable have a meticulous plan to make sure a clean transition.
When you fail to plan, plan to fail
All too typically, as a cloud migration will get rolling, the contingencies, nuances, and complexities overwhelm even the very best migration groups.
When Electrolux3 got down to consolidate their European on-premises contact facilities into one cloud-based answer, the crew quickly realized that bringing collectively the workers, processes, and authorized necessities from totally different nations and languages would create a brand new set of challenges. With its present totally handbook testing course of, there was no approach for Electrolux to run exams on the new scale demanded by the cloud. Guide testing proved too gradual to maintain tempo. In addition they struggled to constantly measure cloud surroundings stability and shortly determine points that wanted to be addressed from the shopper’s perspective. Electrolux turned to Cyara for assist monitoring voice high quality and digital channels, enhancing end-to-end name routing, and accelerating their regression testing from 14-day cycles to in a single day to get their migration again on observe.
Guarantee your cloud migration with the precise testing and processes
A rigorous testing routine will just remember to understand how the system carried out earlier than, throughout, and after key steps in migration. Sadly, no crew of handbook testers can do that astutely with out assist from automation.
Even within the cloud, the expertise required to run a contact middle includes integrating disparate methods — resembling a CRM or ERP — not delivered by the CCaaS platform. Cloud suppliers will check their options with their very own expertise, however they received’t check your cloud occasion along with your knowledge and your integrations, which is important to guarantee efficiency.
That is an immense, complicated process that may require many rounds of coding and testing. You could efficiently get by means of your complete migration course of to day 0 and flip the swap with confidence and assurance. Guaranteeing this goes easily requires complete testing.
The earlier you may totally migrate to the cloud, the earlier you may acknowledge the advantages and economies that come together with that transfer. Corporations that use Cyara to guarantee their migration transfer to the cloud 2x sooner than people who don’t. Study extra about how Cyara helps at each stage of the cloud migration journey by reading our eBook.
1: No Jitter. “Genesys Cloud: And Then There Was One.” October 2022.
