Is Your Head in the Clouds – Part 2

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Log in or register to post comments Genesys in Japan: Blending the Old and New Sheila McGee-Smith June 05, 2019 Contact center provider finds that traditionalists tend to favor on-prem installations, while forward-looking brands embrace cloud. 1. Change Management Processes – Particularly in the public cloud arena, solution providers are constantly introducing new features and functionality to all users simultaneously. Particularly if your environment has significant integrations with third-party or outside applications and/or systems, you must have the following change management processes in place:A means for the solution provider to provide early indication of the new functionality, so that your IT team can assess the impact on the current environmentA “sandbox” environment to enable testing of the new functionality prior to its launch into your production environmentA communications channel that extends to the contact center to notify staff of the changes and their go-live datesWhen issues occur from a release, a means for the contact center to report directly to IT, which must be prepared to deal with the solution provider for quick resolution2. Strategic Plan Based on the Cloud Provider’s Technology Roadmap – With the continual addition and modification of features and functions, it’s important for the business’ contact center and IT staff to be fully engaged with the timing of those releases. This is important for these reasons:The contact center staff should be building the necessary workflows, processes, procedures, and knowledge base to align with the technology roadmap timeline.The initial design of the contact center features and functions, discussed in the next section, should incorporate the planning for these capabilities, so that the transition to them doesn’t dramatically impact customers and agents.Training module modifications for agents and supervisors should align with the technology roadmap timeline.Click below to continue to Page 2: Three additional recommendation areasTags:News & ViewsSCTCDeployment ModelsBest PracticesCCaaSCloud CommunicationsConsultant PerspectivesNews & Views12nextlast Articles You Might Like UCaaS Takes Backseat to IP PBX as Future Enterprise Platform John Malone June 05, 2019 A new study from Eastern Management Group finds enterprises will use more server virtualization and hybrid cloud than UCaaS through 2024. The remainder of this article deals with other areas to carefully address during your implementation. In Part 1 of this article, I looked at decision factors for moving to a cloud contact center solution and delineated several decision criteria for evaluating potential solution providers. Now I’ll address some of the major pitfalls to avoid and best practices to adopt as your enterprise migrates to the selected cloud solution. While this isn’t a comprehensive, point-by-point implementation guide, following these guidelines should increase your chances for a successful implementation. “An open mind is important when deploying a cloud-based contact center. Start with a clean slate and think ‘outside the box’ when it comes to extending the capabilities of the cloud-based contact center to business practices. You should not replicate any business processes that were dictated by the technology constraints of legacy equipment.”An example of this is the ability for cloud-based solutions to facilitate the expansion of your agent pool to off-site resources. However, when doing this, you must carefully review current processes, workflows, agent training mechanisms, quality assurance (QA) methods, etc., in order to be effective in this area. See All in Deployment Models » Is Your Head in the Clouds? Diane Halliwell April 03, 2019 The first part of this two-part series looks at decision criteria for moving to cloud contact center and evaluating potential solution providers. A 2012, but still relevant, Ovum study, “Lead Analysis, Customer Experience and Interaction,” states:  Is Hosted UC Really the Way to Go? Stephen Leaden February 21, 2019 It’s time to get beyond the hype of cloud communications services and get under the covers on guarantees for delivery and performance. cloudhead_774.jpg read more