Paying our experience forward.

Successful Contact Center Cloud Migrations

It’s no secret that businesses today either have already significantly migrated to the cloud, are in the middle of a cloud migration, or are developing their cloud strategy. When talking with contact center operational or business executives, I always ask if they have migrated any of their applications to the cloud. If the answer is yes, I generally hear one of two answers: “Yeah, I migrated to the cloud” (followed by a frown) or “Yay! I migrated to the cloud” (followed by a smile). So why the disparity in enthusiasm?

Remember that I am asking this question of a business or operational contact center executive, not someone on the IT side of the business. If you ask this question of an IT executive, you will generally get a positive answer. IT executives usually drive cloud strategies to reduce cost or improve reliability for core IT infrastructure such as network, storage, computing power, or database. Given these are all core IT competencies, these migrations generally go pretty well as IT is the driver of both the before and after state.

In contrast, the contact center business executive often is the driver of a cloud migration for contact center applications to enhance their business capabilities by adding additional features that aren’t available in their current premise based infrastructure such as multi-channel, mobility, and social media capabilities in a single, easy to administer cloud based platform. Since the premise based infrastructure goes away, IT support responsibilities are reduced or eliminated. Integrations to other systems where IT once had ownership often also are done by the cloud vendors which further removes the IT role once the cloud migration is complete. This shift in the relationship and how it is handled is the fundamental reason for the enthusiasm gap I mentioned earlier.

Given that the partnership between IT and business operations can often already be a strained relationship, the communication, partnership, and definition of roles and responsibilities in a cloud based contact center application environment often aren’t well defined or executed. IT is washing its hands of responsibility since their headcount and infrastructure are being eliminated and the business operations group doesn’t have the necessary IT knowledge to understand what is still required from IT both during and after the migration.

To bridge this gap, the most successful models I see are where the contact center business operations group creates the role of a Business Technical Office or Business Transformation Office (BTO) to guide them during the cloud migration. This can be a single person or group of people with hybrid skills on both the business operations side as well as the information technology side who have experience with contact center cloud migrations. The BTO serves as a trusted advisor to business operations from project initiation to shortly after completion. It is generally a bridge organization filled by consultants to ensure the transition to the future cloud based application state. The BTO ensures that the roles between the business and IT are well defined and assist the business in taking on what is often enhanced responsibility for administration of the new contact center platform given these platforms are designed to allow for administration and programming by people with minimal IT skills. It also serves to guide the business in measuring, tuning, and optimizing the solution once deployed to ensure the business objectives that drove the move to the cloud initially are achieved.

In short, as a contact center operational or business executive, leverage the BTO model for your contact center cloud migration to ensure you say “Yay!, I migrated to the cloud.”

 

Interested in more information?

Recent Articles

April 25, 2017

Four Ways to Optimize Your Omnichannel Customer Experience Using Technology Solutions

Customer Experience (CX) is the new competitive battleground for business. Whenever and wherever your customers interact with your brand, they have lofty expectations of a seamless experience across all channels. Whether speaking to an agent on the phone, making an online purchase or using a mobile application, they expect great service and a consistent brand…

read more >
April 11, 2017

Cloud Versus On-Premise Contact Center Solutions

Companies have many technology choices when it comes to contact centers. Most businesses have some understanding of the benefits of cloud solutions – they are operational-friendly, highly flexible, reliable, scalable, and most importantly, cost efficient. However, when comparing cloud versus on premise contact center solutions, monetizing the cost savings and making a selection that precisely…

read more >
March 21, 2017

Critical Metrics to Consider When Measuring Your Customer Experience

Companies and brands that have embraced a philosophy of continuously improving Customer Experience (CX) are leading the way in every sector of the marketplace. The CX landscape is constantly changing and evolving. To ensure you’re adapting and meeting your ongoing ROI efforts, it’s critical you establish the appropriate metrics to determine a performance baseline. Optimizing…

read more >
March 7, 2017

Four Ways to Enhance Your Customer Experience and Improve Your Financial Outcomes

By PPT Solutions Companies delivering industry-leading customer experiences are winning the fight for consumer’s hearts, minds and wallets. While doing so, they are also reaping the benefits of enhanced Customer Satisfaction (CSAT), increasing Customer Experience Scores and, most importantly, improving financial outcomes. It’s a simple fact. Increased CSAT, enhanced Customer Retention and a greater Customer…

read more >
February 20, 2017

Robotic Process Automation: Your Engine for Growth in 2017

Enhancing performance, lowering costs and delivering value through process automation The success of any business is dependent upon sound economics. Successful companies are continually seeking opportunities to reduce spend, enhance performance and streamline operations – all while simultaneously delivering industry-best value to their customers. With the emergence of new technologies and our changing geopolitical environment,…

read more >
February 7, 2017

Capitalizing on the Power of Artificial Intelligence to Deliver a Profound Customer Experience

Information is power. We live in an age in which technology is creating amazing new capabilities for businesses to leverage the massive amounts of information Big Data is providing. To remain competitive as data growth continues to explode, companies need to optimize the customer data they are collecting and find additional ways to drive greater…

read more >