More and more of Cyara’s customers around the world are moving their contact centers to the cloud. This is happening for many reasons, including improved flexibility and reliability, increased speed, and reduced costs. In fact, research shows that 81% of users of hosted cloud solutions say cloud has improved flexibility, while 77% say it contributes to future-proofing their technology infrastructure.
To me, cloud technology represents a unique opportunity for the industry to move beyond interactions and customer journeys to a new level of personalization based on customer lifetime value. This is because the underlying engine that gathers data and analytics about your customers is a single system rather than disparate systems that aren’t able to communicate with each other.
While the benefits and opportunities are compelling, there is a lot of complexity and risk involved, which can hold organizations back. Risks include security concerns, cost over-runs, systems integration, the management of legacy infrastructure, and leadership inertia.
Earlier this month, I co-hosted a webinar with Steve Nuttall, Head of CX Research at Fifth Quadrant, that focussed on the potential risks of migration and how to overcome them. We covered five key ways to assure a successful contact center cloud migration.
In this post, I’ll outline my highlights from the webinar, and how you can be sure your customers aren’t impacted when you’re embarking on a cloud migration.