{"id":460265,"date":"2022-12-05T04:56:52","date_gmt":"2022-12-05T12:56:52","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/breaking-through-cloud-contact-center-migration-barriers"},"modified":"2022-12-05T07:44:33","modified_gmt":"2022-12-05T15:44:33","slug":"breaking-through-cloud-contact-center-migration-barriers","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/breaking-through-cloud-contact-center-migration-barriers","title":{"rendered":"Breaking Through Cloud Contact Centre Migration Barriers"},"content":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text]A few years ago, internal barriers to a cloud migration were as much about stakeholders\u2019 fear of the unknown as they were about apprehension of a new technology. But as businesses move more of their operations to the cloud, those barriers are disintegrating.<\/p>\n

The \u201cwhy\u201d of the cloud is apparent; modernising your contact centre<\/a> is inevitable. What\u2019s still unknown is how to smoothly make the move without breaking or disrupting processes and services that have been working well enough for many years \u2014 even decades.<\/p>\n

Where to begin might be the most daunting question of all.<\/p>\n

Your focus should be based on your unique requirements, determining which concerns are warranted and how to resolve them. Let\u2019s look at two main concerns for contact centres.<\/p>\n

Balancing Quality with the Flexibility of a Remote Workforce<\/h2>\n

The COVID-19 pandemic forced about 90% of global contact centre agents<\/a> to work virtually from home. And businesses gave them the essential tools and equipment to do so. Now, it\u2019s likely that many, if not all, will continue working remotely.<\/p>\n

Because the traditional supervisor-agent role is no longer in-person, companies are left with the long-term challenge of managing performance and productivity. How do you balance the shift to a flexible work environment that supports your retention goals while maintaining high quality performance that supports business outcomes?<\/p>\n

The answer lies in having more visibility and engagement so you can monitor and measure performance, while also keeping employees engaged. Quality in customer service doesn\u2019t just depend on knowing how to solve an issue; it\u2019s about having a positive experience with a customer. When an agent is unengaged in their job, it\u2019s evident during the interaction.<\/p>\n

Don\u2019t Let On-Premises Telephony Hold You Back<\/h2>\n

Many contact centres were built for telephony first. So, it\u2019s more intertwined with on-premises systems. Yet, your other channel offerings are likely cloud-native.<\/p>\n

Bringing everything to the cloud, including telephony, will deliver better mobility and quality for your customers and agents.\u00a0Yet, concerns about the consistency of voice quality and its reliability tend to slow its migration to the cloud. And because voice<\/a> has been hardwired into support centres for decades, running telephony over the cloud represents a big shift.<\/p>\n

But it\u2019s critical. Here\u2019s why.<\/p>\n

If your voice systems are still on-premises, but another group in your company uses a bot or other digital channel on the cloud, there\u2019s a disconnect between channels of customer engagement. These silos prevent a seamless exchange of data in real time.<\/p>\n

It\u2019s a disjointed strategy that creates a disjointed customer experience.<\/p>\n

With a traditional phone system, managing growth and unpredictable volumes can be time-consuming and expensive. Cloud-based phone systems are fast, flexible and scalable. That gives you the expansion needed during seasonal fluctuations, for example. But it doesn\u2019t force you to pay for capacity you don\u2019t need during slower periods.<\/p>\n

The cloud keeps all your business communications running \u2014 no matter how quickly company dynamics change. With the right omnichannel<\/a> tools, it\u2019s also easier to manage interactions and collect data for insights into each agent\u2019s performance and productivity \u2013 regardless of location.<\/p>\n

Once you understand system interdependencies, such as your telephony provider, computers, headsets and third-party systems connected via APIs, you can move voice to the cloud. Bringing together all customer touchpoints in the cloud with a single system that unifies your interactions and quality management is the foundation of effective and efficient employee and customer experiences.<\/p>\n

The True Cost of a Delay<\/h2>\n

Often, the longer you wait to move to the cloud, the more upgrades you\u2019ll need. That means you\u2019ll dedicate more resources to outdated systems. This problem is compounded by the fact that \u2013 for many reasons \u2013 vendors are adding fewer innovations to on-premises systems in favor of the cloud.<\/p>\n

How much time and money cloud saves your business depends on your starting point and how well you manage and optimise cloud consumption. But some easy calculations show there are direct financial savings, such as eliminating large capital expenditures and not paying service providers for CPU you might never fully use.<\/p>\n

There are also costs associated with a lack of agility to shift easily with market changes<\/a>, including the recent economic downturn, or internal shifts in strategy. Either way, you\u2019ll pay for delaying migration with the same outcome: Higher costs, a less competitive business and an impact to your brand.<\/p>\n

Uncertainty stagnates a cloud contact centre migration strategy. And that can be a costly mistake.<\/p>\n

No matter what causes the delay, the result is the same. Not migrating has financial implications and it halts your ability to innovate.<\/p>\n

Your journey to the cloud begins with a few simple steps. Read this cloud migration guide<\/a> to learn more.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text]A few years ago, internal barriers to a cloud migration were as much about stakeholders\u2019 fear of the unknown as they were about apprehension of a new technology. But as businesses move more of their operations to the cloud, those barriers are disintegrating. The \u201cwhy\u201d of the cloud is apparent; modernising your contact centre is […]<\/p>\n","protected":false},"author":759,"featured_media":444445,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[13125,13232],"tax_contenttheme":[14913],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-460265","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb","tax_blogcategory-cloud-en-gb","tax_blogcategory-digital-en-gb","tax_contenttheme-level-up-your-technology-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/460265","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\/759"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/460265\/revisions"}],"predecessor-version":[{"id":460296,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/460265\/revisions\/460296"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/444445"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=460265"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=460265"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=460265"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=460265"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=460265"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=460265"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=460265"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=460265"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=460265"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=460265"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=460265"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=460265"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=460265"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}