Moving Your Contact Centre to the Cloud: Six Things You Need To Consider Part 2

4. Have you determined your product requirements?

Businesses frequently underestimate the quantity and magnitude of tasks involved in moving on-premise solutions to the cloud; failure to effectively prepare only adds to project complexity and results in annoying delays and additional costs.

It is therefore important to lay out a comprehensive product blueprint for the transition well in advance, with detailed functional requirements:

  • What current on-premise technologies are involved in fulfilling particular operations/processes?
  • What functions/ features of these systems need to be replicated by the new cloud service(s)?
  • Who currently accesses these functions/features (agents, supervisors, manager, partners, clients etc.)?
  • What front and back office systems are integrated to current on-premise systems, and what integrations will be required?
  • What new capabilities are required?
  • Future roadmap requirements?

By doing this, you will ensure all previous technical capabilities can be replicated by the cloud service from the day services go live, guaranteeing a seamless transition, as well as planning for future enhancements.

5. Do you have a migration plan in place?

Once you’ve established what functionality is required, set out a realistic migration plan, clearly assigning responsibilities to key individuals.

Don’t try and achieve everything in one go. Identify what the key elements of the transition are and use a phased approach to product migration – one where agents can grow accustomed to new interfaces and new capabilities (and managers iron out teething problems and prove value in the new solutions) before starting to add new cloud capabilities.

Build in contingencies where, if something does go wrong, there’s always a fall-back position (even if that is returning to previous technology solutions until those problems are fixed).

6. Have you thought about the end user?

With all the excitement surrounding cloud technology it’s easy to forget the people who are supposed to benefit most from its introduction: the contact centre team members themselves!

Always ensure that end-users know what changes are being made, are given a timetable for the introduction of new technologies and business processes, and are fully trained on all new cloud services.

Their feedback and involvement in the cloud transition is essential. Get them excited in the project through tests and competitions and reward them for positive ideas that make a difference. Identify power users who will motivate others to use the cloud to its full potential.

To find out how the storm® platform can help you to move your communications to the cloud, please email to arrange a demo or visit Content Guru’s stand at the Public Sector Enterprise ICT Conference.