{"id":289395,"date":"2020-05-28T04:44:40","date_gmt":"2020-05-28T11:44:40","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=289395"},"modified":"2020-05-28T04:44:40","modified_gmt":"2020-05-28T11:44:40","slug":"3-phases-of-moving-to-a-cloud-based-contact-centre","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/3-phases-of-moving-to-a-cloud-based-contact-centre","title":{"rendered":"3 Phases of Moving to a Cloud-Based Contact Centre"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]<em>\u201cChange is the only constant in life.\u201d <\/em>&#8211;\u00a0 Heraclitus<\/p>\n<p>We\u2019ve all heard this quote a number of times \u2014 and we\u2019ve experienced this reality. Right now, we all can recognise that <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/covid-19-prioritising-health-and-safety\" target=\"_blank\" rel=\"noopener noreferrer\">an unprecedented event<\/a> is impacting everything \u2014 and we still don\u2019t 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 centre is a new model that\u2019s bringing simplicity and continuous innovation to the table.<\/p>\n<p>In this article, I\u2019ll outline three phases you\u2019ll encounter when moving to a cloud contact centre so the <a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/genesys-prescriptive-migration-the-art-of-simplified-migration-with-proven-roi?ost_tool=blog&amp;ost_campaign=blogpost\" target=\"_blank\" rel=\"noopener noreferrer\">project is pain-free, smooth and maximises your value<\/a>.<\/p>\n<ol>\n<li><strong>Start simple and migrate fast to the cloud. <\/strong><\/li>\n<\/ol>\n<p>Whether you\u2019re planning to migrate your existing on-premises contact centre to the cloud or you\u2019re deploying a new one in the cloud, envision where you want to be and plan accordingly.<\/p>\n<ul>\n<li><strong>Impact on your organisation. <\/strong>Analyse what impact this move will have on your organisation and internal processes, how the new platform will be managed, and if you need to realign part of your team. You should also identify key players who will run and sponsor the project and make sure that your systems and networks are ready to support a shift to cloud.<\/li>\n<li><strong>Existing features, applications and data.<\/strong> If you\u2019ve been operating your contact centre on-premises for several years, you might be concerned about moving to the cloud without disrupting the business. You also might want to keep your current tools. Using a prescriptive methodology, a developed migration plan and automation tools, the process is quick and simple.<\/li>\n<li><strong>Agile, incremental value approach to deployment.<\/strong> Look at the big picture, but create a plan to proceed in waves. Combining an Agile approach with the prescriptive use case methodology allows you to implement your cloud projects in cycles of incremental value. Don\u2019t be overwhelmed trying to do a big bang deployment; move quickly but choose where to go first carefully. You might want to start with a specific line of business or a group of users with a number of required channels and features \u2014 and then grow from that point to add volume and complexity.<\/li>\n<\/ul>\n<ol start=\"2\">\n<li><strong>Get used to the new platform and solve initial resistance problems. <\/strong><\/li>\n<\/ol>\n<p>Change is constant; however; it\u2019s also human nature to resist change. It\u2019s well-known and supported by data that most failures in achieving expected business outcomes when deploying a new system don\u2019t 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.<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/move-your-contact-centre-to-the-cloud-with-confidence?ost_tool=blog&amp;ost_campaign=blogpost\" target=\"_blank\" rel=\"noopener noreferrer\">Adopting a new contact centre solution<\/a> goes well beyond the initial deployment. Everything must start at the planning phase. By reviewing this step with an experience professional, you\u2019ll 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.<\/p>\n<p>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\u2019ll start by working with your workforce to help them better understand new features and tools, reinforce their training and enablement until the moment they\u2019re proficient on the new cloud platform, and realise the actual business outcomes. In this process, you can avoid any initial resistance and show the benefits of the change.<\/p>\n<p>People are more open to accept change when they can clearly see the benefits of that change \u2014 and when they they feel supported during the process.<\/p>\n<p>As a partner in your <a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/twelve-signs-youre-ready-to-upgrade-to-a-cloud-contact-centre?ost_tool=blog&amp;ost_campaign=blogpost\" target=\"_blank\" rel=\"noopener noreferrer\">migration to the cloud<\/a>, 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\u2019ll learn how to be proficient in the <a href=\"https:\/\/www.genesys.com\/en-gb\/cloud-platform\" target=\"_blank\" rel=\"noopener noreferrer\">Genesys Cloud\u2122\u00a0platform<\/a> and can continue to improve and operate by yourself. Or you can let us to do it in your behalf \u2014 it\u2019s your choice.<\/p>\n<ol start=\"3\">\n<li><strong>Introduce new features and innovation to maximise value. <\/strong><\/li>\n<\/ol>\n<p>You\u2019re now at the point where most of your plan \u2014 or the entire rollout plan \u2014 has been executed. The initial adoption phases has been passed and your team is efficiently using the Genesys Cloud platform, its features, tools, and data insights. You can see the business outcomes and the value of the platform.<\/p>\n<p>This is when you\u2019re 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.<\/p>\n<ul>\n<li>With an incremental value deployment approach, you have the flexibility to implement new functionality whenever it\u2019s necessary for your Genesys Cloud environment \u2014 from adding new digital channels, tryout bots or workforce management, up to including <a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/ai-powered-automation-essential-tips-for-using-voicebots-and-chatbots?ost_tool=blog&amp;ost_campaign=blogpost\" target=\"_blank\" rel=\"noopener noreferrer\">artificial intelligence (AI)<\/a> or more sophisticated reporting capabilities.<\/li>\n<li>Take advantage of Genesys Cloud open APIs. Once your team is familiar with how to use the APIs to build integrations, custom interfaces or embedded functionality from other applications, there are no limits to what you can do with the Genesys Cloud platform. You also can choose to easy expand your capabilities via preexisting and tested apps from the<a href=\"https:\/\/appfoundry.genesys.com\/filter\/purecloud\" target=\"_blank\" rel=\"noopener noreferrer\"> AppFoundry Marketplace<\/a>. We can work with you on enabling your team or on developing customised solutions on your behalf.<\/li>\n<li>Efficient contact centres are truly dynamic \u2014 and they\u2019re evolving all the time based on market and customer needs. If you aren\u2019t where the conversations are happening, you\u2019re out of the conversation altogether. Be sure you\u2019re using the capabilities you have in the right way; designing how your customers should interact with your organisation to make the experience more rich and efficient is key. Genesys can also help design, review and optimise customer journeys based on the particular business outcomes you want to achieve.<\/li>\n<\/ul>\n<p>Genesys has the experience and use cases for helping companies move to a cloud-based contact centre \u2014 across all market segments, company sizes, and cultures. We have the expertise to help you obtain desired business outcomes and maximise the value on your investment. To learn more, email us at <a href=\"mailto:consulting@genesys.com\" target=\"_blank\" rel=\"noopener noreferrer\">consulting@genesys.com<\/a> with your questions.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]\u201cChange is the only constant in life.\u201d &#8211;\u00a0 Heraclitus We\u2019ve all heard this quote a number of times \u2014 and we\u2019ve experienced this reality. Right now, we all can recognise that an unprecedented event is impacting everything \u2014 and we still don\u2019t know how deep this will change our future. Fortunately, technology is available [&hellip;]<\/p>\n","protected":false},"author":669,"featured_media":267817,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[13125],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-289395","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb","tax_blogcategory-cloud-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/289395","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/669"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/289395\/revisions"}],"predecessor-version":[{"id":316990,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/289395\/revisions\/316990"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/267817"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=289395"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=289395"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=289395"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=289395"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=289395"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=289395"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=289395"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=289395"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=289395"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=289395"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=289395"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=289395"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=289395"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}