Contact Center Pipeline September 2022 September 2022 - Page 45

DS : Concerning contact center applications , we are not seeing anything broadly or systemically that must stay on-premise .
Organizations today have largely overcome the challenges of yesteryear , such as data security and data privacy . For example , leading insurance companies and big banks are safely saying “ yes ” to the cloud due to the many benefits .
At the same time , a successful cloud migration requires careful planning , so the “ hold up ” is working with customers through the varying phases of moving their application stacks to the cloud in a strategic fashion .
IS THERE STILL MUCH LEGACY ON-PREMISE SOFTWARE AND HARDWARE OUT THERE ? WHAT FACTORS ARE HOLD- ING CONTACT CENTERS BACK FROM SUNSETTING THEM ?
LB : The primary reason we see companies maintaining legacy infrastructure is that “ it works ” or seemingly so . But many brands also don ’ t know what they don ’ t know .
Organizations may not realize their current configurations are actually keeping them from elevating their CX — and possibly even driving customer and agent attrition . There also can be contractual agreements that make a transition cost-prohibitive . PK : While there is legacy on-premise solutions still in use , innovation is all happening in the cloud .
Companies that choose to stay with their on-premise solutions run the risk of falling behind others in the market in terms of capabilities such as support for new interaction channels and access to AI and automation .
They also miss out on the flexibility cloud solutions provide , including the ability to scale the number of agents supported . DS : There are still tons of legacy on-premise software and hardware leveraged by contact centers .
The main factor holding contact centers back from sunsetting them includes customers in different stages of their cloud migration . In addition , some on-premise kits have not been fully appreciated , so there is a financial interest in staying on-premise .
In this case , customers will want to consider the total cost of ownership ( TCO ), which mainly depends on the recency of the on-premise investment and implementation .
In other words , contact centers need to ask : “ What is the cost factor of switching to the cloud versus staying on-premise ?”
Furthermore , cloud migration calls for separation between hardware and software . Yet many companies still operate in hybrid mode .
For example , the camera hardware in bank surveillance systems is on-premise , but the video data software runs in the cloud .
Similarly , contact centers typically keep their call center recording hardware on-premise , and the audio data lives in the cloud .
WHAT ARE THE CHALLENGES TO CONTACT CENTERS IN SOURCING , DEPLOYING , AND USING CLOUD SOLUTIONS ? WHAT ARE YOUR RECOMMENDATIONS TO MINIMIZE , OFFSET , AND RESPOND TO THEM ?
LB : The best approach when beginning to migrate your operations to a cloud environment is to remain acutely aware of the accelerating digital adoption and customer expectations for instant gratification .
The challenge is effectively and efficiently managing all your available data resources .
Further , it ’ s important for contact centers to begin laying the groundwork before any cloud solution is deployed by consulting with experts to eliminate roadblocks , create a change management plan , and engage all stakeholders to make the transition as seamless as possible .
Next , when sunsetting older , on-premise systems , it ’ s imperative to make data-driven decisions through ROI calculations and performance benchmarking to optimize operational efficiencies throughout the transition .
Preparing employees by deploying engaging , updated training will help position your team for success and will minimize the urge for employees to dive back into their former , more familiar processes and applications .
Finally , keep evolving . Your customers and employees will benefit from ongoing reevaluation and third-party consulting to continue to make technological upgrades to further align with business , employee , and customer goals . PK : The biggest challenge is often in the phases of migration where two different systems have to operate in coordination . This is where having a world-class professional services team that has done many of these transitions is critical to move to the cloud successfully .
The best approach is to leverage as much as possible CCaaS embedded best practices , platform services , and standard integrations .
Instead of recreating sometimes inefficient processes , workflows , etc . customers should leverage CCaaS platform services , which already takes care of most of the use cases and shift the focus to building business-specific added-value capabilities . DS : Cloud computing is a mature market comprised of strong innovators , so choosing the right vendor depends on your business and industry needs .
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