Organizations are constantly looking for innovative means to increase their efficiency, agility, and competitiveness in the market. The decision to migrate to the cloud is an example of one such transformation. Contact center migration is the process of moving assets from an on-premises data center to the cloud. As the interest in expanded adaptability, lower expenses, and versatility becomes more prominent, many are deciding to move to the cloud for key reasons. We will now explore in more depth some of the compelling reasons why contact centers are choosing to migrate to the cloud.
Benefits
1. Cost savings
Research by Deloitte recommends that businesses and experts help organizations spend a normal of 62% of their yearly IT financial plan on interior upkeep. While working in the cloud, contact focuses are simply expected to pay for the assets that they are using, which is fundamentally less expensive than the expenses of buying and keeping up with the equipment and programming that would be expected to work an on-premise arrangement. Subsequently, capital use is decreased and costs are improved. There is also greater predictability of spend, leading to more accurate budgeting efforts. However, contact centers must ensure they follow cloud best practices to realize these potential cost savings. Unnecessary costs may be incurred if users do not monitor and control their environment, ensuring that they are not wasting or underutilizing their resources.
2. Scalability and flexibility
Due to the pay-as-you-go cost model, contact centers are better enabled to scale up and down as and when required, without the requirements to invest in expensive hardware and infrastructure. The cloud gives leaders greater ability to control resource spend based on their business needs at a given point in time. In contrast, on-premise infrastructure typically involves minimum terms and limited flexibility. When there is a spike in demand or the contact center requires more resources, they can instantly do so by spinning up additional resources. This agility allows contact centers to innovate faster and stay ahead of their competition.
3. Availability
The leading cloud providers offer an infrastructure that has undergone significant testing to ensure high levels of redundancy and fault tolerance. This means that the contact center’s applications and data are unlikely to be faced with downtime. Typically, they also have data centers located around the globe, providing geographical redundancy and where needed disaster recovery capabilities. This permits contact focuses to pick the best area for their information to be put away in light of the association and client necessities.
4. Collaboration
Through facilitating on the cloud, contact focuses can get to their information from any place on the planet, as long as they have a functioning web association. This gives far more noteworthy adaptability and portability than an on-premise arrangement and has been a key empowering influence in the fast development of remote work as of late. Globally dispersed employees and agents are now better equipped to collaborate on projects in real time. Likewise, it allows for greater collaboration opportunities with other organizations or even with customers. Cloud migration has also been shown to improve collaboration and communication by providing the tools and technologies that make it easier for teams to stay connected.
5. Security
During cloud contact center migration, security tends to be one of the key concerns for organizations making the move; this is why security and compliance are typically at the core of all cloud platforms.The providers typically invest in the latest security technologies, encryption, and access controls, often surpassing what individual contact centers would provide on their own. Cloud platforms also typically undertake regular backups and have automated disaster recovery mechanisms in place. However, it is essential that organizations complete thorough due diligence in this regard before making their decision. Generally, the contact center’s security requirements will help dictate the required migration type, especially in the case of highly sensitive personal data, for example, financial data, protected health information (PHI), and personally identifiable information (PII).
6. Data analytics
Many of the cloud providers will provide customers with built-in tools and services to pull and leverage their unique data analytics from the cloud. These can help contact centers to gain valuable insights, uncover patterns, make more informed data-driven decisions, and propel innovation.
7. APIs and Interoperability
Contact centers that migrate to the cloud are enabled to leverage a wide variety of APIs and related services offered by cloud platform providers. These help with more seamlessly exchanging data and interoperability with existing infrastructure, especially in the case of hybrid or multi-cloud environments. Cloud infrastructure can also be managed through a web interface or even scripted through an API, this significantly reduces the number of manpower hours required to do so.
8. Sustainability
Through leveraging shared resources and optimizing the utilization of servers, cloud providers have the ability to achieve greater energy efficiency and a reduced carbon footprint when compared to on-premises solutions. This means that by choosing to migrate to the cloud, contact centers are also having a positive impact on the environment and working towards achieving global sustainability goals. Due to increased demand by customers for organizations to be proactive when it comes to corporate social responsibility, this is an increasing area of concern for modern businesses.
9. Improved customer satisfaction
Through more reliable and efficient storage of data, contact centers are better enabled to provide strong customer service and experience. Additionally, increased flexibility and scalability allow organizations and contact centers to develop and deploy applications for their customers at a much quicker speed.
Cloud migration testing
It is essential that when migrating to the cloud, organizations are enabled to assure their customer experience throughout the process. A rigorous testing process will make sure that contact centers know exactly how the systems are performing before, during, and after the cloud migration. Unfortunately, it is impossible to do this with manual-only testing.
While cloud providers will test their solutions, they won’t test the cloud instances with their customers’ data and integrations, which is crucial to assure performance. For this reason, many companies choose to work with Cyara to assure their migration and have been found to successfully complete the move to the cloud twice as fast as those that don’t. Learn more about how Cyara helps at every stage of the cloud migration journey by reading ‘The Essential Guide to Contact Center Cloud Migration’.
Conclusion
As highlighted, there are numerous benefits and reasons as to why a contact center may choose to migrate to the cloud, including enhanced flexibility, interoperability, and greater customer satisfaction. Yet, without thorough and regular automated testing during all phases of the migration process, these benefits may remain unrealized for many organizations. Automated testing allows businesses to ensure that their cloud migration is having the desired impact and no issues are being left undetected.
Cyara revolutionizes the way businesses transform and optimize their customer experiences. Cyara’s AI-based CX Transformation Platform empowers enterprises to deliver flawless interactions across voice, video, digital, and chatbot experiences. With Cyara, businesses improve customer journeys through continuous innovation while reducing costs and minimizing risk. With a 96% customer retention rate and world-class Net Promoter Score (NPS), today’s leading global brands trust Cyara every day to deliver customer smiles at scale.
To learn more, visit cyara.com or call 1-888-GO-CYARA.