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A notable theme at Enterprise Connect 2022<\/a>\u00a0is the inevitable migration of CX technology to the cloud \u2014 and the risks of hanging onto on-premises solutions for too long. Throughout the event, the message was clear: Whether you go all cloud or use a hybrid cloud\/on-premises model, get a move on or get left behind by tech-savvy competitors.<\/p>\n \u201cCloud was thrust on some contact centres leaders who weren\u2019t ready to make that decision\u2026. But once they did make the leap, it opened them up to opportunities like omnichannel self-service,\u201d said David Myron, Principal Analyst at Omdia during his session, \u201cWhere AI pays off in the contact centre.\u201d<\/p>\n For other companies, the journey to cloud has been slower.<\/p>\n \u201cA large segment of the market is still on the path to cloud,\u201d said Tod Famous, Senior Vice President of Product Management for the Genesys Multicloud CXTM<\/sup> platform, during his mainstage fireside chat. But companies on the slower course to cloud feel the pressure to accelerate as they see shifts in the competitive landscape, he added.<\/p>\n So, it’s no surprise that \u201c\u2026 cloud is outpacing sales of premised-based systems,\u201d said Steve Leaden, Founder and President of Leaden Associates, during his panel discussion, \u201cNot moving to cloud? What are the risks?\u201d<\/p>\n During the event, several executives cited a range of benefits of migrating CX to the cloud, including:<\/p>\n A 2021 Genesys survey of 690 CX leaders, \u201cThe state of customer experience<\/a>,\u201d found even more reasons for migrating CX technology to the cloud. Sixty percent of respondents said the greatest benefit of moving to the cloud is gaining better access to data insights across channels. The ability to add new features or capabilities more quickly (53%) and improved security and business continuity (46%) closely followed on benefits listed.<\/p>\n Cloud also helps companies overcome a significant problem that can hamper CX quality \u2014 maintaining quality of service while operating aging technology, with nearly 40% of CX leaders noting this is a serious challenge. Ongoing updates in a cloud platform eliminate this.<\/p>\n Speakers at several sessions outlined three other risks that migrating to cloud can reduce or eliminate.<\/p>\n Being stranded: <\/strong>When a vendor stops supporting on-premises software, customers have a limited time to find and move to a new solution before there are unresolvable issues. Additionally, while that software is still viable, it\u2019s not being upgraded. That means its functionality falls further behind regularly updated tools.<\/p>\n Feeling insecure: <\/strong>In the past, many companies worried cloud applications and platforms weren\u2019t as secure as on-premises solutions. In reality, frequent updates ensure cloud solutions receive the latest security measures. Conversely, on-premises systems that aren\u2019t kept up to date \u2014 only updated quarterly or less frequently \u2014 are more vulnerable than their cloud counterparts.<\/p>\n A sense of loss: <\/strong>Companies that haven\u2019t adopted new technologies risk losing in the war for talent for two reasons. First, cloud is the optimal technology to support hybrid work \u2014 and today\u2019s employees expect the flexibility to work remotely<\/a>. Second, high performers typically want to keep learning and growing in their careers. That means working with the latest tech tools \u2014 not virtually stagnant ones.<\/p>\n Several of the speakers at Enterprise Connect shared advice on how best to migrate your customer experience to cloud. A common refrain was to plan, plan, plan.<\/p>\n There’s a lot to consider before moving CX to cloud, especially for large enterprises. In addition to process, operational and staffing shifts, you also need to think differently about budgeting.<\/p>\nWhy Cloud \u2014 Now <\/strong><\/h5>\n
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Don\u2019t Risk On-Premises\u00a0 <\/strong><\/h5>\n
Start Your Customer Experience Cloud Migration <\/strong><\/h5>\n