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If your legacy contact center is nearing end of life or making it difficult to provide a consistent experience across all channels, then it’s time for a change. Determine what solution you need to turn your customer experience into a competitive advantage. Identify your implementation timeline and migration plan, considering cloud and on-premises options. And remember: You don’t have to go it alone. Genesys helps you evaluate your needs, pinpoint gaps in your plan and then apply proven strategies to simplify the migration process.
If you support contact centers, you also need a migration strategy to ensure your skills keep up with the ever-changing customer experience environment. Genesys helps you assess your knowledge and stay up-to-date with free interactive courses full of best practices and real-world examples.
The first step in a migration project is to assess your business requirements and determine how to move forward. Evaluate where your business is today and determine where you want to go. Then identify your unique business objectives, as well as current operations, including how you engage with customers, the state of your employee engagement and management practices. Work with Genesys to define a migration strategy that delivers an ideal customer experience.
If your legacy contact center technology just can’t keep up, your customer experience suffers as a result. It’s time to innovate to remain competitive. Success means finding a solution that interoperates with existing systems, including CRM solutions and ACD, but can offer next-generation capabilities, like AI, omnichannel and automation. Count on Genesys for the experience and proven processes to make your migration successful—and experts who will be with you every step of the way.
“Ticketmaster’s contact center needed a complete technology overhaul, eliminating separate ACDs that were nearing end-of-life, at capacity, expensive to maintain and becoming cumbersome to delivering world-class service to our fans.”
Elizabeth Gotto, SVP Global Contact Center Technology, Ticketmaster
You don’t have to migrate to a new solution all at once. Consider taking a phased approach. You might want to start by adding digital capabilities to improve your contact center environment and meet demands for the growing number of channels that customers use today. Add digital channels and self-service options, such as social, SMS or chat without replacing your contact center telephony system. WIth a phased approach, you can get the exact features you need to deliver the best customer experience.
A cloud-based contact center offers several benefits. They include: unlimited scalability, a pay-as-you go consumption model, and flexibility in the face of change. It also offers a highly secure environment that ensures customer privacy. The right cloud-based platform lets you seamlessly transition to an off-premises solution. Choose a contact center partner who can ensure that you’ll get exactly what you need.