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Guest Blog by Stephen Leaden, Founder and President of Leaden Associates, Inc.
Customer experience migration secrets aren’t always secret. The recent CX Migration Secrets blog series revealed some major dynamics, trends and misconceptions occurring in the contact center industry. They also serve as a baseline for considerations when planning your next-gen contact center. In this blog, we’ll review these seven secrets and provide insights into each.
The Genesys webinar on the seven migration secrets unveiled the truth behind these seven contact center migration myths.
7. Modernize Sooner or Risk Falling Behind: Outdated technology is a competitive disadvantage; changes in the last several years have brought the contact center a long way. Tools like multichannel, appointment reminders, callbacks, speech and text analytics are now mainstream — and the cost of retaining customers continues to rise. The breath of features and functions today far exceed those of contact centers implemented just over 60 months ago. Tools in the contact center can be used to facilitate a better customer experience, which is on the minds and part of the conversation of all customer executives that I speak with today.
You should also consider modernizing current legacy systems that are at, or nearing, end of support. Disparate systems from mergers and acquisitions can drive consideration for modernizing. When evaluating for an upgrade or even replacing a system, features and functions — as well as the pricing components (including both capex and opex — should be considered.
6. Life Gets Easier: A cloud solution can make life easier. The vendor is now responsible for building, maintaining, regularly updating and upgrading the system. These are no longer just a customer requirement. Rather than taking months to implement, your new contact center infrastructure takes only weeks. You can add features and functions and pay as you go as you migrate to a more robust platform.
Artificial intelligence (AI) is a hot topic for simplifying the customer experience, expediting first call resolution and managing the number of FTEs — and it can be delivered today. When working with a cloud provider, ensure that the SLAs and service commitments they provide meet or exceed your expectations.
5. Getting Internal Support Is Easier Than You Think: With customer experience on the minds of every executive, it’s easier than you think to get support for modernizing your infrastructure. Ask the following questions for buy-in from you executive management:
4. Same-Vendor Contact Center Upgrades Are Like Icebergs: Many system upgrades contain hidden costs that, at first, aren’t apparent. Some require a system replacement, as opposed to an upgrade, with pricing incentives by staying with the same vendor. Ask yourself what the real costs are for an upgrade versus a replacement. Then determine what steps are required and how this will impact your business. It’s important to determine how different the upgraded or replacement system is. Sometimes, the migration isn’t as simple as it first seemed.
3. Not All Cloud Contact Centers Are Created Omnichannel: Omnichannel is different than multichannel. Multichannel provides the ability to connect customers via multiple channels — voice, chat, video, email, fax and social media. Omnichannel goes a step further, unifying inbound/outbound communications to deliver proactive, contextual interactions to customers — seamlessly. Omnichannel provides one routing engine for all channels, modes and media — and it transfers context with the conversation. It provides a single-agent desktop/workspace. And that common, intuitive agent desktop empowers agents. Having everything on the same platform provides a single source of data for reliable reporting, dashboards and analytics. It ultimately provides a better customer experience, which is the central motivation for most organizations today.
2. Same-Vendor Cloud Solutions Aren’t Risk-Free: Due diligence is a necessary part of a major upgrade or replacement. Consider these factors during the process:
Key questions to ask:
1. Your Contact Center Migration Isn’t a Project: When migrating to any new platform, keep in mind that this likely will be a 7-10-year relationship. Look for add-ons and areas that differentiate one vendor from another. Consider which post-implementation tools are available, read use cases, familiarize yourself with third-party apps integrations and look for knowledge libraries from the vendor. Ask yourself the following key questions:
The Contact Center Evolution
Many of the changes that have taken place in the contact center in the last year reflect these seven migration secrets. Here’s a look at key shifts my clients have undergone.
It’s a Customer Experience-Centric World
Beyond the robust, game-changing features and functions now available, reliability and consistency are key. Any vendor who cannot deliver on a high-reliability model (99.99% – 99.999% uptime) or provide a consistent quality of voice and video experience (QoS) shouldn’t be seriously considered. Leverage the secrets identified in the series and take a holistic look at your current contact center infrastructure. The world is changing; it’s now customer experience-centric. And the contact center tools of today must fully support that customer engagement model.
Time is critical when it comes to engaging the customer experience at a deeper level. A cloud solution can meet these demands. To learn more about the migration process, download our customer experience migration checklist today.
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