Migration to the cloud is an indispensable requirement for the competitiveness of any company. According to an IDC study, it is estimated that in 2017 the cloud market will grow 36.6 percent compared to 2016 and will reach approximately 152 million dollars at the end of the year.
This high growth indicates that many companies that have on-premise PBXs today, as well as the Contact Centers, are wondering if the time is right to migrate to the cloud. Migrate to the cloud would offer the goal of overcoming the different business challenges they face, such as improving the efficiency of the processes and the experience of the users.
Migration to the cloud is now an essential requirement for the competitiveness of any organization. However, before making the transition, companies are encouraged to consider these five basic points during and after the change:
Evaluate your current technological environment and determine the requirements and needs of your business.
Choice of solution
Choose the appropriate carrier-class solution with integrated unified communications and omnichannel capabilities.
Select a platform that provides integrated migration tools (for example, network evaluation, open APIs, configuration and activation of plug & play and integration capabilities).
Create a model/plan
Build timelines, activation methods, and contingency strategies.
Selection of trusted partners
Select a service provider that provides support before, during, and after migration. It is necessary to define all the business plans together. In this way, all the equipment will be aligned to the needs of the business.
A safe trip to the cloud
Before uploading communications to the cloud, it is necessary to know exactly which applications can be migrated and to define the phases of the change, since doing everything in one step would be very complicated and possibly risky.
During this planning phase, it is necessary to consider:
Focus on what can be improved
Companies should not focus only on current procedures, but also identify what they can do better, just because the PBX developed 20 years ago endured certain characteristics, does not mean that’s the way they should work today.
Review of the functionality of unified communications based on the needs of the people
It is important to understand the needs of the fixed and mobile work teams; contact center agents, supervisors and administrators; partners and external customers to make communications more productive and effective.
Alternatives to improve the performance of the contact center of a business
Identify the weak points in the contact center systems to overcome them with the migration to the cloud. This will give the CC the opportunity to focus on the core business And solve problems of the operation, such as close sales, improve the user experience, among others.
Migration tools required
How can the supplier make the process fluid and not interrupt business as usual?
Importance of APIs to integrate existing systems
It may not be feasible to migrate the entire current communications environment in one step, so these APIs allow for a gradual migration approach of equipment, sites, functions, product lines or systems over time.
Importance of APIs to import historical data
This is particularly important for contact centers that need data to improve their customer service.
Integrate PBXs into applications
For example, add telephony to CRM systems.
Through these councils focused on planning, selecting technology partners and the right tools, companies can simplify their transition and eliminate any disruption to their business.
In addition, they can benefit from the significant business benefits of cloud communications, such as cost savings, scalability, increased efficiency, productivity and more flexibility. All this with the aim of enhancing the workforce, improving the customer experience and increasing sales.