4 minute read
By Avanti Joglekar
Posted in Customer Engagement
So you’re thinking of moving to the cloud for your customer engagement solutions.
According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. In other words, you know that your peers and competitors are moving to cloud to improve the customer experience (CX) and lower costs.
If you’re ready to begin innovation in the cloud, what should you consider first? We created an eBook, “4 Questions to Answer for a Successful Cloud Move,” which addresses the following four questions we consistently see:
In this blog, we’ll cover data migration and process change questions. Download the eBook for more questions you need to answer for a successful cloud move.
The first question on everyone’s mind is “What data do I move to the cloud?” This isn’t the time to lift and shift your old problems to a shiny new house in the clouds. This is a time to rethink what’s important.
Pro Tip: Your cloud move provides a great opportunity to evaluate what data is essential today and is a must-have in the cloud tomorrow.
As you plan for your data migration, it’s important to assess your environment and decide which factors will guide the migration. These factors include application integration and critical application data.
Additionally, you’ll need to consider your reliance on data, such as which telecom source(s) you integrate with for your Workforce Management (WFM), Performance Management (PM), Recording, and Payroll integrations. Whether you have data compliance requirements, data requiring regular syncing, or non-critical data you can migrate first—your cloud provider can help determine where to begin your data migration process.
You may be wondering what to do with data that is on-prem. For example, you’ll want to decide which technologies to keep inhouse and outsource—it’s not all or nothing. Not all parts of your contact center solutions need to be outsourced.
This is particularly important if you’re using a cloud solution for the first time. With contact center cloud migration in steady growth, about half the North American market is in the cloud with a steady upward trend over the past five years. Cloud solutions offer flexibility and can be used to fill technology gaps, as well as replace entire systems and solutions. This means you can join the cloud movement in a way that fits your business and data requirements.
At Verint, we offer a selective move of data. We ask what data is important to you for migration and offer consulting services to help you determine what data needs migrating to achieve your business goals.
Just as you wouldn’t port old, bad data into your beautiful new cloud solution, you wouldn’t map broken, inefficient processes to your new world.
When moving to the cloud, you need someone in place who can map the current and future states of your processes. The future state of your processes is how the process flow for an application will work once in the cloud.
For example, let’s say you have a quality program in place. When you make any major change, such as a move to the cloud or an update, it is the ideal time to evaluate how an application is being used. How are you using your quality program for scoring and coaching, and what will those features look like once in the cloud?
Pro Tip: Your move to the cloud provides the perfect opportunity to reevaluate coaching best practices and recalibrate your coaching between managers.
Or consider moving your workforce management tools to the cloud. Will you change the way you are scheduling or forecasting? Will you change the way that you’re currently accomplishing current and future state scheduling and forecasting?
Understanding what the requirements are and what you are trying to accomplish from a business perspective will help ensure that the features you map to the future are the correct ones for your organization.
At Verint, we evaluate your current state processes and tie them in to how you would like them to change. We offer a process and model optimization workshop that will help you to envision your processes in their future state.
With thoughtful planning, any business can create a solid migration plan that fits their short-term and long-term business goals. For the past 10+ years, Verint has helped leading brands and SMBs successfully move to the cloud to achieve flexibility, efficiency, and strategic value.
As a leader in cloud solutions, Verint offers full-featured, unified customer engagement solutions to fit your organization's needs and budget, whether you're a large, multinational enterprise or a small- or mid-sized business. For more questions to answer for a successful cloud move, download the eBook today!
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