Contact Center Pipeline September 2022 September 2022 - Page 40

But maintaining on-premise equipment is no longer efficient or cost-effective , especially for businesses seeing massive growth in the voice channel .
To combat this , businesses of all sizes are migrating their communications Including applications stacks to the cloud .
They are doing so for that environment ’ s innovation , ROI , scale , and flexibility . Hybrid work is here to stay ( more later on that ).
The latest and greatest CX tools live in the cloud . Your managers want less overhead , and shift to monthly payments .
Picking the right carrier can help you migrate from on-premise to the cloud without disruption by separating as much of your migration as possible .
And once you ’ re there , the right carrier can help you move around the cloud communications ecosystem with number management software .
GOING BYOC
When contact centers have moved through applications to the cloud , buying telephony via the contact centeras-a-service ( CCaaS ) provider was the common choice .
However , the CCaaS provider is the middleman between the enterprise and network provider — making network configuration and troubleshooting more challenging .
But no longer . Businesses are now “ unbundling ” telephony through a model called Bring Your Own Carrier ( BYOC ).
In fact , one 2022 report ( Metrigy ) found that 42.2 % of enterprises are already unbundling their voice communications from their software platform . Another 33.3 % planned to BYOC throughout 2022 .
When evaluating a carrier for your cloud setup , ask pointed questions about their cloud migratory expertise and how they plan large-scale ports ( whether porting dozens or tens of thousands of numbers , the right carrier won ’ t bat an eye ).
Ask “ will my CX have any downtime during porting ? Can you snap back numbers to the losing carrier if something goes wrong ? How will I know if something goes wrong ?”
Your new , trusted carrier of choice should also provide transparent insights into the happenings and setup of their network . What is the carrier ’ s plan if a portion of - or their entire network - goes down ? If an entire point of presence ( POP ) goes down ?
Your carrier can and should offer to consult on building BC / DR plans for your contact center in many different ways , from migration support to platform integrations to network infrastructure and access .
YOUR CARRIER NETWORK ’ S IMPACT ON BC / DR
Not all carriers are created equal . Some voice providers don ’ t own their own network , pushing you farther away from a resolution during disruption .
Others have single-threaded networks , leaving you high and dry during an outage instead of a multi-threaded network that can reroute your traffic during emergencies .
Still others might not offer the global or geographic reach you need , complicating your vendor management as you scale .
And most carriers don ’ t have the resources allotted to help address your unique telephony challenges , leaving you alone as you navigate cloud migrations , integrations , regulations , and beyond .
As you look for a voice carrier to bring your contact center and workforce into the future , focus on these elements .
1. CALL QUALITY AND UPTIME
You don ’ t have to buy from two , five , or 10 carriers to avoid being single-threaded .
Instead of managing many different vendors to avoid toll-free downtime , you can eliminate points of failure with a 5X redundant network . If an outage occurs on one thread , your carrier can automatically reroute your toll-free traffic for reliable service ( and happier customers ).
40 CONTACT CENTER PIPELINE