Contact Center to Cloud Migration Strategies and Best Practices

5 Cloud Contact Center Migration Tips for 2023

Written by Kevin Sheehan | Dec 28, 2022 6:04:18 PM

 

1.) The Time to Migrate to the Cloud is Now

A cloud migration is inevitable for all contact centers. According to Gartner in 2022, over 62% of organizations have migrated to cloud contact center solutions, and 46% of companies that haven’t are planning to migrate soon. Today, many businesses are moving to the cloud to stay ahead of the competition, meet customer expectations, and deliver exceptional CX. Those who don’t make this transition soon are sure to fall behind. 

 

2.) Understand the Mistakes that Derail Migrations

Here’s a little-known fact: most migrations to the cloud go over budget and over their timeline due to poor planning, unforeseen integration problems, and lack of proper carrier management. The fact is that most contact center managers making a cloud vendor selection are undertaking the most expensive project they will ever get involved in. They are likely doing so for the first time and do not have the experience to see the mistakes they could have avoided. This creates a high-risk and high-pressure selection process where making the wrong choice can invite finger-pointing post-selection.

 

3.) Don’t Migrate Alone

In today's market, choosing the right contact center provider is more complicated and organizationally impactful than ever before. There are simply too many providers in the space with little standardization & wide capability gaps for any contact center manager to clearly understand in the course of their job. This creates an enormous challenge where contact center managers are suddenly required to become experts in: 

•       CCaaS

•       LAN/WAN Readiness

•       CRM/WFM Integrations

•       Process Mapping and Change Management

•       RFP Weighting

•       Demonstration Prep & Scoring

•       Level Set Demonstrations 

•       Baseline Contract Concessions

•       UAT

•       Project Implementation Resource SLAs

Anyone who doesn't understand any of the previously listed skills can expect a poorly executed transition to the cloud. Yet contact center managers need to enable their agents effectively while operating a strong and vibrant contact center day-to-day, which means that there is little time to do this level of research and vetting in the first place. This is why choosing the right partner to help with this selection is critical.

 

4.) Partner with an Experienced and Vendor-Agnostic Consultant

Most CX Technology Consultants are biased toward the vendors that will give them the biggest commission and/or rely on generic third-party reviews and magic quadrants to guide clients toward a decision. Working with a partner that is agnostic to which provider is chosen can help you find a vendor that suits your needs and empowers your agents to become enablers of your company’s mission statement.

 

5.) Get Advice from Leading CX Technology Experts

For decades, Cloudlinx has built a reputation for being able to understand and translate call center complexities to help businesses find the right cloud providers for their contact center in a way that is based on their needs and goals, not everyone else’s. We have built a process that removes the obstacles of inexperience, staffing, and industry insights for our clients that affords them the ability to make informed decisions from a position of strength. Clients who partner with us instantly gain over a decade of real-world experience as well as the assurance of knowing they chose the right provider to enable their agents and deliver the best CX possible. Book a free Q&A session with one of our CX leaders to find out if Cloudlinx is right for you.