{"id":532327,"date":"2025-10-01T09:57:17","date_gmt":"2025-10-01T16:57:17","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/technical-considerations-of-moving-from-on-premises-to-cloud"},"modified":"2025-10-31T01:40:23","modified_gmt":"2025-10-31T08:40:23","slug":"technical-considerations-of-moving-from-on-premises-to-cloud","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/technical-considerations-of-moving-from-on-premises-to-cloud","title":{"rendered":"Key considerations of moving from on-premises to cloud"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]To keep pace with shifting customer preferences, the growing number of channels and highly competitive markets, businesses of all sizes and industries are moving to a cloud contact centre. But the move from an on-premises solution to a cloud platform doesn\u2019t happen overnight. Organisations can be more successful when they look at the move to the cloud as an opportunity for customer experience (CX) transformation \u2013 not just a lift and shift.<\/span>\u00a0<\/span><\/p>\n

Let\u2019s look at some common considerations when transforming your contact centre, as well as ways to ensure the move is seamless for your users and your customers. We\u2019ll also look at three companies that have benefitted from a move to a cloud contact centre platform.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Enabling AI in the Cloud <\/span><\/h2>\n

Migrating to the cloud isn\u2019t just about modernising infrastructure; it\u2019s about unlocking the full potential of artificial intelligence (AI) tools to transform customer and employee experiences. Cloud-native platforms provide the scalable foundation, access to real-time data and flexibility that AI technologies require to help drive intelligent decision-making. <\/span><\/p>\n

Once in the cloud, contact centres can deploy AI capabilities like virtual agents, predictive routing, sentiment analysis and real-time agent assist \u2013 all of which are difficult or impossible to truly implement effectively in legacy, on-premises environments. These AI-driven tools not only automate routine tasks, but they also enhance decision-making, can help to personalise interactions and can improve outcomes for customers and employees alike. <\/span><\/p>\n

A Genesys report even found that, amongst 1,000 CX leaders surveyed,<\/span> 59% expect adopting AI in customer experience will increase customer loyalty and lifetime value<\/span><\/a>. <\/span><\/p>\n

By making AI a core part of your cloud strategy, you ensure your contact centre stays future-ready. This will enable you to adapt quickly to changing customer expectations and continuously improve through data-driven insights. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Optimising Voice in the Cloud <\/span><\/h2>\n

Whilst customers have grown accustomed to the speed and convenience of digital channels, self-service and bot-led experiences, the voice channel isn\u2019t going anywhere. And much like digital, customers expect voice to be efficient and effortless. <\/span><\/p>\n

However, a common concern companies have with migrating to a cloud-based contact centre solution is the quality of voice traffic, especially if it\u2019s moving across multiple regions. <\/span><\/p>\n

Solutions exist to help ensure there are no quality issues when moving voice to the cloud. For instance, the Genesys Cloud\u2122<\/a> Global Media Fabric allows customers to configure their organisation\u2019s contact centre so that any group of users and any trunks within the organisation can be associated with a specific Genesys Cloud region. This reduces the distance traffic must travel \u2013 and that can minimise degradation. <\/span><\/p>\n

With the right architecture in place, companies can maintain high voice quality whilst delivering consistent, seamless experiences across every channel. By addressing voice performance head-on and leveraging solutions like the Genesys Cloud Global Media Fabric, businesses can confidently move voice to the cloud \u2013 without compromising on the customer experience. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Enabling Complex Routing Architectures <\/span><\/h2>\n

Over time, many organisations with on-premises or hosted contact centres have developed highly customised \u2013 and complex \u2013 routing systems to match customers with agents. The shift to CCaaS doesn\u2019t mean you need to rebuild these systems from the ground up. In fact, it\u2019s a perfect opportunity to reconsider what works \u2013 and what will make the customer experience even better. <\/span><\/p>\n

The cloud allows you to reimagine what\u2019s possible and introduce new features, functionalities and efficiencies. Genesys Cloud has no-code orchestration tools available to easily configure routing flows, which gives customers the control when orchestrating experiences for customers and employees. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Ensuring Security, Privacy and Uptime Assurance <\/span><\/h2>\n

Security, privacy and uptime are table stakes for organisations of all sizes and across all industries, especially in the public sector. Customers expect that their personal information and data will be protected. <\/span><\/p>\n

Contact centre security must be one of your top business priorities \u2013 and it should be a top priority for your contact centre partners<\/a>, too. In the cloud, security is a shared responsibility, with each organisation playing their part in this crucial business activity. <\/span><\/p>\n

To enable resilience and business continuity, Genesys Cloud uses a high-availability approach in which the full set of services are deployed in multiple independent Amazon Web Services (AWS) regions globally, in an active-active-active architecture and across a minimum of three AWS Availability Zones per region. Availability Zones are isolated data centres within an AWS Region to offer redundancy and physical separation as well as provide infrastructure for failover. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Integrations with Your CCaaS Solution <\/span><\/h2>\n

Maintaining integrations with the contact centre software solutions your organisation uses to engage with customers is crucial. To maximise success when moving to the cloud, ensure the CCaaS platform allows you to create an integrated portfolio of systems and services with simple integration methods<\/a>. <\/span><\/p>\n

The Genesys Cloud platform includes open APIs, industry-standard developer tools and configuration points that allow you to easily customise integrations. This also gives you the flexibility to decide how your systems work together, even as service providers change. And a platform with a robust and active app marketplace of pre-built app integrations from trusted partners enables you to quickly address your unique processes and use cases. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Transforming CX Across Industries with the Cloud <\/span><\/h2>\n

Genesys has already helped thousands of customers make the transition from an on-premises contact centre to a cloud contact centre platform. Whilst everyone\u2019s CX transformation journey is unique, here are a few examples that illustrate the potential across a wide range of industries. <\/span><\/p>\n

Rabobank: Improving Agility, Simplicity and Innovation <\/strong><\/p>\n

A pioneer in the digitisation of banking, Rabobank<\/a> aimed to reimagine its customer experience by modernising its contact centre and embracing a cloud-first strategy. With the goal of becoming more agile and efficient, the financial services leader transitioned from legacy Cisco Systems to Genesys Cloud, seeking greater scalability, faster innovation and a consistent service experience across all channels. <\/span><\/p>\n

The shift empowered Rabobank to unify customer service across voice, chat, messaging and digital channels \u2013 all managed through a single platform. With Genesys Cloud, Rabobank now offers faster, more personalised support whilst ensuring compliance and security. <\/span><\/p>\n

The solution also enables real-time data visibility and streamlined integration with the bank\u2019s CRM and back-office systems, making it easier for agents to access context and deliver meaningful interactions. <\/span><\/p>\n

\u201cWe wanted to move from reactive to proactive customer service, where customer needs are anticipated and addressed in real time,\u201d said Dennis van Dijk, Product Manager at Rabobank. \u201cGenesys Cloud gives us the flexibility and intelligence to deliver consistent, seamless experiences \u2013 and the ability to innovate without being held back by legacy technology.\u201d <\/span><\/p>\n

\u201cWe wanted a partner with a native cloud solution built from the ground up, rather than an on-premises product repackaged for the cloud,\u201d said Thom Kokhuis, Senior Vice President and Head of Conversational AI, Data & CRM, at Rabobank. \u201cWe needed a strategy that leaned towards DevOps wizardry and rapid innovation with open application programming interfaces and a microservices architecture.\u201d <\/span><\/p>\n

By migrating from on-premises technology to Genesys Cloud, Rabobank: <\/span><\/p>\n