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“Change is the only constant in life.” – Heraclitus
We’ve all heard this quote a number of times — and we’ve experienced this reality. Right now, we all can recognize that an unprecedented event is impacting everything — and we still don’t know how deep this will change our future. Fortunately, technology is available to help us adapt to these changes and how we connect with our customers and partners. And the cloud contact center is a new model that’s bringing simplicity and continuous innovation to the table.
In this article, I’ll outline three phases you’ll encounter when moving to a cloud contact center so the project is pain-free, smooth and maximizes your value.
Whether you’re planning to migrate your existing on-premises contact center to the cloud or you’re deploying a new one in the cloud, envision where you want to be and plan accordingly.
Change is constant; however; it’s also human nature to resist change. It’s well-known and supported by data that most failures in achieving expected business outcomes when deploying a new system don’t occur because of the technology. They occur because of issues what integrating human beings with the technology. This is also the biggest concern for most of the companies when facing the change of migrating to the cloud.
Adopting a new contact center solution goes well beyond the initial deployment. Everything must start at the planning phase. By reviewing this step with an experience professional, you’ll get a better sense of how prepared your company is and what changes you need to implement within your organization, your processes and with your employees.
Executing on that plan is really critical after the first wave of your rollout. This is one of the reasons why you want to start small and simple. After that, we can work together to gain better control and manage the change. We’ll start by working with your workforce to help them better understand new features and tools, reinforce their training and enablement until the moment they’re proficient on the new cloud platform, and realize the actual business outcomes. In this process, you can avoid any initial resistance and show the benefits of the change.
People are more open to accept change when they can clearly see the benefits of that change — and when they feel supported during the process.
As a partner in your migration to the cloud, Genesys is with you all the way. By combining success planning with expert guidance and engagements, you can continually drive your goals and grow your skills. You’ll learn how to be proficient in the Genesys Cloud CX™ platform and can continue to improve and operate by yourself. Or you can let us to do it in your behalf — it’s your choice.
You’re now at the point where most of your plan — or the entire rollout plan — has been executed. The initial adoption phases has been passed and your team is efficiently using the Genesys Cloud CX platform, its features, tools, and data insights. You can see the business outcomes and the value of the platform.
This is when you’re ready to go even further; you can add sophistication on how to improve the interactions with your customers, including automation or predictive behaviors to gain advantage or being totally disruptive in your market.
Genesys has the experience and use cases for helping companies move to a cloud-based contact center — across all market segments, company sizes, and cultures. We have the expertise to help you obtain desired business outcomes and maximize the value on your investment. To learn more, email us at [email protected] with your questions.
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