#CCaaS migration

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CCaaS migration: The hottest CX trend in 2024?

The value of the cloud is indisputable. The flexibility, scalability, and convenience it provides simply cannot be matched by on-premise contact center operations—and many more industry operators are recognizing this as time goes on.

Over the last year, CCaaS migration efforts have grown significantly. While it was mostly smaller enterprises that were taking advantage of cloud contact centers in earlier years due to capacity limitations, the technology has evolved significantly and larger enterprises have now been seen to take steps towards total cloud migration.

This shift in mindset can be attributed to the two key changes in the industry detailed below:

For one, cloud contact center solutions are becoming more comprehensive and their ability to deliver above and beyond the capacity of on-premise contact centers has improved significantly over the years. The integration capabilities of cloud solutions have also ramped up, improving their utility even more.

On the other hand, CX platform vendors are either shifting their focus more toward cloud solutions or, in some cases, even discontinuing their on-premise contact center solution offerings. Genesys is a prime example of this shift.

So, the generally positive attitude towards cloud contact centers coupled with the decreasing support for on-premise contact centers are moving industry operators towards cloud solutions at a rapidly increasing rate.

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Explore how to herald a successful CCaaS migration that optimizes personalized CX delivery at scale while maximizing customer satisfaction and brand loyalty for unparalleled levels of ROI.

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The future Of CX with cloud-native data platforms

In today’s digital age, CX is more important than ever with customers expecting fast, reliable, and personalized services. This means that businesses need to stay on their toes and address these changes in the CX landscape proactively if they want to remain competitive.

Businesses understand this fact too—and it is clear with the shift towards cloud-native data platforms. In fact, the cloud-native software market was valued at approximately US$ 5.8 billion in 2023 and is projected to grow to US$ 46.88 billion by 2030. It is revolutionizing how companies manage CX by offering scalability, flexibility, and integration capabilities that were previously unheard of.

This article will provide insights into how these platforms can transform customer interactions and what the future holds for businesses that embrace this technology. Let’s dive in.

The rise of cloud-native data platforms

Cloud-native platforms are built from the ground up to accentuate the best parts of cloud infrastructure—unmatched scalability, resiliency, and agility.

In addition, cloud-native platforms can make use of microservices, containers, and dynamic orchestration to swiftly adapt to customer demands and market trends.

Cloud-native platforms can offer continuous integration and delivery (CI/CD), which is crucial for faster deployments, easier rollbacks, reduced costs, and better visibility across development—so you can ensure customer-facing applications remain cutting-edge.

Elevate your CX strategy with cloud-native integration

The integration of cloud-native data platforms is really raising the bar for CX. They give businesses the power to offer quick, tailored, and top-notch services. Looking forward, businesses that jump on board with these platforms are set to take the lead in keeping customers happy and dominating the market. So, why not seize the opportunity with cloud-native data platforms to shake up your CX strategy? Opting for CCaaS migration might just be the spark for a fresh wave of customer interaction and business creativity.

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What should you consider when making the decision?

As the CX landscape evolves, contact centers face a critical decision; stick with on-prem solutions or migrate to the cloud? This choice isn’t just a matter of following trends, it’s about aligning technology with business goals and customer needs.

The shift towards cloud-based contact centers has gained momentum, yet on-premises solutions persist. A 2023 Metrigy study revealed that only 29.5% of global organizations have switched to Contact Center as a Service (CCaaS).

However, 48% of these businesses – that’s almost half! – are considering changing CCaaS platform providers, with 14% even contemplating a return to on-premises platforms. This shows that the decision to move away from on-prem operations is not that straightforward of a decision—and making the the right choice for your organization is extremely important.

What’s driving the move towards cloud contact centers?

For many businesses, cloud solutions offer lower capital expenditure, improved security, and access to cutting-edge technologies. These benefits are particularly attractive now, where customer expectations are constantly evolving, and businesses need to adapt quickly.

Cloud-based contact centers also facilitate seamless integration with broader CX processes. For example, many organizations are moving their CRM systems to the cloud. Having a cloud-based contact center allows for easier integration, enabling a more holistic view of the customer journey and more personalized interactions.

From a vendor perspective, prioritizing cloud solutions makes sense. It’s more cost-effective to maintain and update a single platform rather than supporting both cloud and on-premises versions. This consolidation allows vendors to focus their resources on innovation and improvement, potentially leading to better products and services for their customers.

Should your CX be on-prem?

While the cloud offers numerous advantages, there are valid reasons why some organizations choose to maintain on-prem solutions. Regulatory requirements in certain industries and jurisdictions may require keeping data and systems on-site. For example, financial services or healthcare organizations often face strict data privacy and security regulations that can be easier to manage with on-premises solutions.

Data sovereignty and governance are also important concerns, particularly for multinational corporations or those operating in regions with strict data localization laws. On-premises solutions provide greater control over where data is stored and how it’s managed, which can be crucial for compliance.

Some organizations prefer the level of control and customization that on-premises solutions offer. They may have unique integrations or workflows that are hard to replicate in a cloud environment. Plus, for businesses with massive investments in existing infrastructure, the cost considerations of “sweating the assets” can make staying on-premises more attractive in the short term.

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Why are even leading businesses having trouble with CX change management?

The CX space is evolving at a dizzying pace, with new technologies, customer expectations, and operational models emerging constantly. This makes it challenging for businesses, even industry leaders, to keep up and adapt their CX strategies effectively.

Alex Monaghan, Solution Architect at The Open University, puts it succinctly: “It is now essential to move fast, but in a large organization you need to do this without breaking things. Making long-term choices is increasingly difficult with such rapid change.”

This underscores the importance of adaptability in CX operations. CCaaS solutions can facilitate this adaptability, allowing businesses to adjust their CX capabilities quickly. CCaaS configuration management tools can also help with speed, alignment, accuracy, and pinpoint efficiency in implementing these changes—with features like automated rollback, persistent configuration records, and simplified integration capabilities.

Leverage change management in your organization and future-proof your CX operations

The benefits of improving customer experience are clear. On average, companies that put in the work to enhance CX see a 42% improvement in customer retention, a 33% improvement in customer satisfaction, and a 32% increase in cross-selling and up-selling. Implementing CX technology effectively is clearly an important consideration, with change management playing a crucial role in ensuring optimal outcomes.

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Personalization Is Still A Challenge For CX Leaders In 2024

The challenge of personalization resonates across various industries. Iqbal Javaid, Head of CX Solution Engineering at Zoom, articulates this challenge succinctly:

“My biggest challenge is ensuring our solution remains not just relevant, but indispensable to our customers. With the landscape of customer expectations evolving rapidly, staying ahead means constantly innovating to meet their needs while maintaining seamless integration with their existing systems. It’s about striking that delicate balance between anticipating future demands and delivering value that drives business growth and customer retention.”

This sentiment reflects the ongoing struggle many companies face in keeping pace with rapidly changing customer expectations while also maintaining operational efficiency.

Leverage technology to address personalization challenges and achieve CX excellence

In this demanding landscape, many organizations are turning to technologies like CCaaS. These platforms can help address personalization challenges by providing integrated tools for data analysis, customer interaction management, and personalized communication across multiple channels.

The features enabled by CCaaS such as customer data centralization, automated personalization, consistent omnichannel communications, scalability, and advanced analytics make it an effective vehicle in the pursuit of CX personalization. As businesses continue to navigate the complexities of personalization in 2024, considering CCaaS migration could be a strategic move. These technologies offer the tools and capabilities needed to meet rising customer expectations for personalized experiences while managing resource constraints.

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Improve your CX migration efforts with proper planning and automation

Delivering anything less than perfect CX is not an option in this day and age if a business wants to see success. Think about it; a whopping 44.5% of organizations worldwide consider CX their secret weapon, the key that sets them apart from the pack. That’s no small number.  But here’s the kicker, staying ahead requires constant innovation and agility.  That’s where CX migration comes in.

Many companies are shifting their CX infrastructure to cloud-based solutions. Why the move? Speed to innovation, seamless integration, and massive scalability are just a few reasons. In fact, Genesys, a major player in the CCaaS market, has seen a whopping 40% year-over-year growth in its business, showcasing the industry’s booming trend.

Don’t let your CX migration efforts go to waste

So, you’re ready to migrate your CX platform. Fantastic!  But before you dive in, let’s talk about some potential pitfalls. We all want our migration efforts to be a springboard for success, not a lead weight.

How automation helps the process

Automation is your secret weapon for streamlining the entire migration process.

Imagine this; instead of spending ages sifting through data mountains, automation tools can fast-track the discovery phase, giving you a crystal-clear picture of your current workflows. Plus, they help identify and ditch outdated processes before migration, so you only move the good stuff to your new platform. To top it all off, automation minimizes errors and maximizes efficiency, saving you time, resources, and a whole lot of headaches.

By taking the time to plan, automate, and avoid common pitfalls, you can ensure your CX migration is a springboard to success.

Improve your CX migration efforts with proper planning and automation

Remember, a well-executed CX migration can have a massive impact on your bottom line. Studies have shown that improved CX can lead to a 10-15% increase in company revenue. That’s a win-win for your customers and your business.

So, are you ready to take your CX to the next level? Strategically planning your migration and leveraging the power of automation to ensure a smooth transition and unlock a world of possibilities for delivering exceptional customer experiences.

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CCaaS CRM integrations are driving unified customer experiences forward

Customers today are demanding more personalization, faster service delivery, and convenience in communications. Whichever business can deliver on the demands has the potential to win out against the competition.

With customer-centricity being the name of the game, familiar tools like CRM are gaining even more traction. It’s just that the context is a bit different this time.

The need for CRM technology is still driven by the need to deliver great CX. And the role of CCaaS is more impactful than ever in the CX landscape.

According to Zendesk, 75% of customers say they’ll spend more on products from a company offering a good CX. Ultimately this means that businesses stand to enjoy significant benefits by integrating CCaaS and CRM platforms. 

CCaaS CRM integrations are driving unified customer experiences forward

Integration of CCaaS and CRM is not just a trend, it’s indicative of an all-encompassing development where unified customer experiences are driving CX forward. In this environment, CCaaS configuration management is also extremely important to ensure all integrations made to your cloud contact center operations function seamlessly.

As we move forward, these integrations, and automated CCaaS management by extension, will continue to play a pivotal role in shaping the future of customer service.

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How to unleash the digital transformation of CX in your business

CCaaS presents the latest evolution of the contact center and is the ultimate CX delivery platform that enables a truly end-to-end digitized CX delivery.

Migrating to a CCaaS operation is a highly worthwhile investment that offers organizations the opportunity to establish a fully digitalized CX environment while also providing a high return on investment from multiple aspects including workflow efficiency, customer satisfaction, engagement levels from digitalized Cx delivery and so much more.

Explore avenues to unleash digital transformation through automation 

Digital transformation of CX will require an enormous commitment on the organization’s part to train agents, collect pertinent data, and formulate accurate plans. 

Leveraging automated solutions for data-gathering through CX forensics, automating CCaaS configuration management, and utilizing automated discovery to save time, money and effort provide a promising path to a swift and successful digital CX transformation.

They can also allow organizations to better focus on the entire customer journey, following a holistic approach to digitizing CX so that organizations can build powerful and long-term relationships with customers that support maximum retention while minimizing churn.

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Optimizing CX delivery with initiatives for enhancing employee experience

The benefits of having a fully-fledged CCaaS operation staffed by competent and well-trained agents far outweigh the costs for organizations that are willing to make this investment.

What should businesses prioritize for better EX for better CX outcomes?

Organizations must focus on the implementation of new technologies that enable their employees, drive empowerment, and create optimal efficiency.

This includes both CX and EX, as 95% of organizations said that cloud enablement is vital to derive favorable CX and EX outcomes. In this instance, CCaaS migration must be a key consideration for any business looking to ensure continuity and establish a competitive advantage.

Embracing new technologies to evolve CX delivery and utilizing the insights brought about by the newly prioritized EX can help organizations directly improve their bottom lines.

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How green contact centers enable the achievement of sustainability goals

Sustainability goals not only contribute to better outcomes for the environment and the locale, it can also result in better outcomes for the business. Green contact centers can achieve goals for operational cost reduction by minimizing energy, utilities, and maintenance expenses.

ESG target achievement can also be simplified with the implementation of green contact centers—significantly simplifying the effort needed to demonstrate their environmental management principles.

Achieving sustainability goals in green contact centers through cloud migration

In terms of establishing green contact centers and driving the achievement of sustainability goals, cloud migration plays a uniquely powerful role.

CCaaS platforms can dramatically reduce energy consumption by eliminating the need for large office complexes or offsite data centers. Furthermore, they also enable businesses to optimize their resource utilization by facilitating flexible processes and scalable operations.

They also provide unique competitive advantages to businesses by enabling contact center operations to adapt to customer needs, regulatory requirements, and market dynamics. Taking initiatives for CCaaS migration can facilitate the establishment of green contact centers—leading to a much smoother achievement of sustainability goals.

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 Cloud migration applications with automated discovery capabilities are transforming CCaaS migration processes. By leveraging tools like Clarity, businesses can significantly accelerate their migration process, ensuring a faster, more accurate move to cloud-based contact center solutions.

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Why is enterprise CCaaS penetration low despite its benefits

Solutions to facilitate a smoother transition to the cloud have also become more commonplace in recent years. In this context, one of the most impactful offerings is solutions for automated discovery for CCaaS migration.

Automated discovery solutions for CCaaS migration are driving enterprise adoption

Automating a vast majority of core processes associated with pre-migration and migration workflows, these solutions can accelerate the process of transition by up to 25%—all the while driving down costs and resource requirements through automated discovery.

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What should businesses prioritize for better EX for better CX outcomes?

Organizations must focus on the implementation of new technologies that enable their employees, drive empowerment, and create optimal efficiency.

This includes both CX and EX, as 95% of organizations said that cloud enablement is vital to derive favorable CX and EX outcomes. In this instance, CCaaS migration must be a key consideration for any business looking to ensure continuity and establish a competitive advantage.

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NICE Applauded by Frost & Sullivan for its Multipath to CXone Approach that Maximizes Value and Minimizes Risk https://questlation.com/prnewswire/757a592d4aa1094938a365012316189d/?feed_id=28985&_unique_id=64154107b55fb