{"id":4660,"date":"2020-11-24T10:05:55","date_gmt":"2020-11-24T00:05:55","guid":{"rendered":"https:\/\/www.cytrack.io\/wpv6\/?p=4660"},"modified":"2020-11-26T06:53:02","modified_gmt":"2020-11-25T20:53:02","slug":"how-to-make-the-transition-from-on-premise-to-a-cloud-contact-centre","status":"publish","type":"post","link":"https:\/\/www.cytrack.io\/wpv6\/how-to-make-the-transition-from-on-premise-to-a-cloud-contact-centre\/","title":{"rendered":"How To Make The Transition From On-Premise To A Cloud Contact Centre"},"content":{"rendered":"<p>With the advent of ever faster and more reliable cloud technologies, it\u2019s no secret that cloud contact centres are the clearly superior choice when compared with an on-premise system.<\/p>\n<p>And for your organisation to remain competitive it&#8217;s <span style=\"text-decoration: underline;\">inevitably crucial for you to make the transition<\/span> from an on-premise to cloud contact centre.<\/p>\n<p>In this post, we\u2019ll cover the <span style=\"text-decoration: underline;\">six main challenges<\/span> you will face when transitioning to a cloud contact centre, how to overcome them, and why Cytrack software is your best partner choice.<\/p>\n<hr \/>\n<p><img decoding=\"async\" class=\"desktop alignleft\" src=\"\/wpv1\/wp-content\/uploads\/1-it.png\" alt=\"Computer Keyboard\" width=\"253\" height=\"400\" \/><\/p>\n<h4>Challenge #1 \u2014 Traditional IT Structure<\/h4>\n<p>For most organisations, IT roles are still very much siloed. Network engineers, system admins, and database architects take independent charge of networks, hardware systems, and organisational repositories respectively.<\/p>\n<p>The problem then is each of the different IT personnel are very much focused on their own tasks within their own silos. They\u2019re not looking at the bigger picture of <span style=\"text-decoration: underline;\">how IT can create value for the entire organisation<\/span>.<\/p>\n<h3 class=\"quote\">Focus on how can IT create value for the entire organisation<\/h3>\n<hr \/>\n<h4><img decoding=\"async\" class=\"desktop alignright size-full\" src=\"\/wpv1\/wp-content\/uploads\/2-it.png\" alt=\"IT person\" width=\"253\" height=\"400\" \/>Challenge #2 \u2014 Overcoming The \u201cSilo Mindset\u201d<\/h4>\n<p>Making the move from a traditional IT structure is not just about how to restructure the IT department. There\u2019s typically an entrenched mindset that silos are perfectly acceptable.<\/p>\n<p>Overcoming that mindset is best achieved through building a business case for a cloud contact centre.<\/p>\n<p>Here\u2019s what to focus on\u2026<\/p>\n<h5>Current Technology<\/h5>\n<p>On-premise systems usually have a relatively short period of time where they\u2019re at the forefront of the latest features providing the best in customer experience. Replacing this technology is usually too expensive to do frequently.<\/p>\n<h5>Scaling To Business Requirements<\/h5>\n<p>It\u2019s hard to expand an on-premise system, whereas a cloud scales up or down easily.<\/p>\n<h5>Cost Structure<\/h5>\n<p>Moving from a capital cost structure to an operational one allows organisations to effectively budget in a consistent manner.<\/p>\n<h5>Agility And Speed<\/h5>\n<p>Cloud technologies provide agility and speed, so contact centre agents can quickly and accurately answer customers\u2019 questions.<\/p>\n<hr \/>\n<h4><img decoding=\"async\" class=\"desktop alignleft\" src=\"\/wpv1\/wp-content\/uploads\/3-cloud.png\" alt=\"cloud decision\" width=\"253\" height=\"400\" \/>Challenge #3 \u2014 Choosing The Right Cloud Contact Centre Technology<\/h4>\n<p>Once an organisational decision is made to move to the cloud, the concern is to ensure the best-suited cloud contact centre technology is chosen.<\/p>\n<p>The usual way to go about selecting the appropriate cloud vendor is to assess your current contact centre, so you end up with the features and capabilities your organisation needs.<\/p>\n<p>Typical questions to ask would include the following:<\/p>\n<ul>\n<li>Do you want omnichannel capabilities, so that customers can reach you through text, chat, social media, and phone?<\/li>\n<li>Which applications do you want to integrate into the cloud contact centre platform?<\/li>\n<li>Do you need analytics to gauge agent performance?<\/li>\n<li>Will reporting capabilities enable you to make better choices?<\/li>\n<li>Would it enhance your contact centre if you were able to route customers to agents based on experience and availability?<\/li>\n<li>Do you need the ability to minimize downtime and long hold times for customers?<\/li>\n<li>Is there a need for supervisor access tools, so you can course-correct agents when they\u2019re interacting with customers?<\/li>\n<li>Do your customers want self-service capabilities?<\/li>\n<\/ul>\n<h3 class=\"quote\">Why Cytrack software enables easier ongoing change to match organisational requirements<\/h3>\n<p>Unlike other vendors with fixed systems, with Cytrack it\u2019s not critical you get the answers 100% correct first time out.<\/p>\n<p>And that\u2019s because Cytrack software is not only cutting edge in each of these areas but because our software is modular <span style=\"text-decoration: underline;\"><strong>it\u2019s simple to add or remove features and capabilities<\/strong><\/span> as you need them.<\/p>\n<p>Also, we have a plethora of out-of-the-box integrations and a robust API. This means with Cytrack you can have a cloud contact centre <span style=\"text-decoration: underline;\">customised to your exact organisational processes<\/span> without the usual astronomical costs.<\/p>\n<hr \/>\n<h4><img decoding=\"async\" class=\"desktop alignright size-full\" src=\"\/wpv1\/wp-content\/uploads\/4-customer-journey.png\" alt=\"customer journey call\" width=\"253\" height=\"400\" \/>Challenge #4 \u2014 Understanding The Customer Journey<\/h4>\n<p>With an on-premise system, you and your customers may be used to having a fixed customer journey. It\u2019s usually far from ideal, making customers go through a series of steps before their issue is resolved.<\/p>\n<p>For example, a customer may be forced to start with self-service and then end up needing assistance from a live agent to get their query answered to their satisfaction.<\/p>\n<p>To ensure your customers have a good experience as you transition to the cloud, it\u2019s important to develop a deep understanding of the customer journey, so you can take advantage of the nimbleness of the cloud and make the appropriate adjustments.<\/p>\n<p>At Cytrack, our professional services team can help you identify \u201csticking points\u201d in the customer journey and make the necessary changes to your contact centre.<\/p>\n<p>The ultimate result is happier customers and happier staff.<\/p>\n<h3 class=\"quote\">A cloud contact centre from Cytrack means easy adaptation for your customer journeys<\/h3>\n<hr \/>\n<h4><img decoding=\"async\" class=\"desktop alignright size-full\" src=\"\/wpv1\/wp-content\/uploads\/5-success.png\" alt=\"smiling woman with headset\" width=\"253\" height=\"400\" \/>Challenge #5 \u2014 Understanding What Success Looks Like<\/h4>\n<p>Creating a successful future roadmap, you will need to align the measurement of KPIs with your overall organisational objectives. This will allow you to see the improvements the cloud contact centre brings to your organisation.<\/p>\n<p>The answer lies in choosing the right metrics. For example, you might not want to cut down on average-time-per-call if you\u2019re trying to upsell services.<\/p>\n<p>On the other hand, there are some metrics that make sense for contact centres in a variety of industries, such as:<\/p>\n<ul>\n<li>Average speed of answer<\/li>\n<li>Average wait time<\/li>\n<li>Service level response time<\/li>\n<li>First contact resolution<\/li>\n<li>Abandoned calls\/contacts<\/li>\n<li>Conversion rate<\/li>\n<li>Customer satisfaction rate<\/li>\n<\/ul>\n<p>Read more in this post on <a target=\"_blank\" href=\"https:\/\/www.cytrack.io\/9-call-center-kpis-to-track-for-success\/\" rel=\"noopener noreferrer\">9 Call Centre KPIs To Track For Customer Experience Success<\/a><\/p>\n<hr \/>\n<h4><img decoding=\"async\" class=\"desktop alignright size-full\" src=\"\/wpv1\/wp-content\/uploads\/6-customer-success.png\" alt=\"successful call\" width=\"253\" height=\"400\" \/>Challenge #6 \u2014 Clear Communication Of Change<\/h4>\n<p>As you\u2019re transitioning to a cloud contact centre, it\u2019s crucial to keep everyone in your organisation up-to-date on what steps you\u2019re taking (and in turn, what they need to do).<\/p>\n<p>Clear, frequent communication with everyone who\u2019s involved in the contact centre is vital. It ensures that nothing falls through the cracks. When everyone knows what\u2019s happening next and what their role is in this new contact centre, there\u2019s a much greater chance of success.<\/p>\n<p>External communication matters, too. You don\u2019t want to confuse your customers as you introduce a new contact centre model. Explain to them what to expect and when.<\/p>\n<p>Once you implement your cloud contact centre solution, there\u2019s still work to be done. You have to make sure your agents are fully trained to use the solution, and you must also educate your customers about the new contact centre (especially how much easier it is to connect with you, and how much faster it will be to serve them).<\/p>\n<p><strong>If you\u2019d like to discover how Cytrack software and services can more easily help you overcome these challenges, we\u2019ll be delighted to show you.<\/strong><\/p>\n<p>Get in touch with our friendly team using your preferred contact method below&#8230;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>With the advent of ever faster and more reliable cloud technologies, it\u2019s no secret that cloud contact centres are the [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4671,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-4660","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How To Make The Transition From On-Premise To A Cloud Contact Centre<\/title>\n<meta name=\"description\" content=\"The six main challenges associated with transitioning to a cloud contact centre from an on-premise system and how to easily overcome them.\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How To Make The 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