Cloud Contact Center has been in enormous demand in recent years. As a result, more and more people are getting introduced to the benefits it offers and is inclined towards adopting it.
Once the decision to migrate from an on-premise system to a cloud contact center is made, there are a few things to keep in mind for choosing the best provider.
Here is a checklist of the tasks you should perform while migrating from an on-premise center to a cloud contact center:
1. Migration Architecture Expectations
Realistic Expectations for the migration architect are essential. Before involving a seasoned migration architect, the business objectives and requirements should be set clearly regarding all the components involved in the process.
It includes the details and preferences regarding the data migration process, data priorities, and setting up goals that are in sync with the existing ecosystem.
2. Assessing Data for Migration
The assessment of data for migration is utterly essential. It includes identifying the type of data to be prioritized for migration, risks involved in the transfer, the data migration volume, and data resilience.
Evaluation of data also helps identify the best plans for data migration. In addition, the tools and approaches available ensure establishing requirements for databases and cloud APIs.
3. Levels of Integration
When the migration of the on-premise system to the cloud contact center is concerned, there are two ways of doing it:
a) Shallow Integration
As the name indicates, in this process, the applications are transferred from an on-premise system to a cloud system without changing the hosting servers of either cloud or applications.
b) Deep Integration
This process allows the user to take optimal advantage of a cloud system by changing the hosting servers to the cloud while migrating the applications from an on-premise system.
4. Migration Partner(s)
While selecting the migration pathway, it is crucial to identify if it will be a single cloud or multi-cloud migration.
Single cloud migration means a single provider handles all of the data. On the other hand, multi-cloud migration involves hiring different cloud providers for various data according to their features.
5. Application Cloud
While selecting a migration partner, the services required for the applications are to be identified.
It involves deciding if different cloud servers shall be adopted for one application according to their beneficial features or if only one server shall be used to run one application.
The former can cause inconvenience if there happens to be a problem on one of the servers.
6. Cloud System Compatibility
The compatibility of the cloud system with the existing system is evaluated. It helps identify if the applications are running smoothly or if they might cause an error.
In the case of errors, the applications can be updated and restructured to make them compatible with the cloud. API non-compliances and security threats can also be identified in this process.
7. Establishing KPIs
Key Performance Indicators (KPIs) help set the standards that need to be measured to ensure a seamless performance by the cloud system. Here are some of the core KPIs that have to be set up:
A) Before Migration:
There is no limitation on the number of KPIs to be created. Here are some of the basic KPIs to be set before migration:
i) Service Disruption
A KPI for service disruption is vital as problems often arise during day-to-day operations.
It is important to note and track the time spent on the downtime of services and data centers. This is because it will impact customer services as well.
ii) Total Cost of Ownership
Total Cost of Ownership (TCO) is the total cost involved in the complete migration process from an on-premise system to a cloud system.
It also includes the cost of re-architecture of applications, downtime of the system for an upgrade, and dependency mapping.
B) After Migration KPIs:
The true impact of the migration process can only be realized when there are post-migration KPIs to be compared with empirical data. Some of these core KPIs are-
The on-premise framework depends only on hardware and software, but in the case of cloud contact centers, various network nodes are involved.
KPIs like- latency in the transmission of data, data center disk performances, CPU usage percentage, etc., help track performance differences.
ii) Application Performance
A considerable number of changes can be observed in the application’s performance after migration.
Some significant KPIs are- Average Response Time (ART), uptime, Peak Response Time (PRT), time-outs, latency, error rates, etc.
iii) UX Result
A good user experience makes a mark on customers, but a bad user experience can cost a business many customers.
To measure the changes, some KPIs are- Subscription/Unsubscription rate, a spike in requests rate, conversion rate, app response time, average checkout time, re-engagement percentage, etc.
iv) Cost Saving
One of the most highlighted benefits of a cloud contact center is cost- and time-saving.
It can be observed by comparing the post-migration monthly charges, third-party consultancy and management charges, and staffing costs with pre-migration costs on infrastructure, human resources, assets, and additional bills.
8. Component Order
It refers to deciding if the application is to be transferred wholly or one component/service at a time.
It helps notice the impact of migration on the most used services and allows time to re-construct the components that are not compatible with the cloud system yet.
9. Operation Switch-over
As migration takes place in two ways, the operations switch over in two ways-
a) If the whole application is transferred at once, all the clientele can start operating on the cloud.
b) If the application is transferred per service/component, few clients can use the services for a testing period, and then all the clients.
10. Retrain End Users
Migration from an on-premise system to a cloud system includes the re-architecture of applications and components.
Hence, the staff and end-users might have to be retrained to make the most of this migration.
Therefore, now is the perfect time to stay ahead of the learning curve and join the wave before it becomes an ordinary tide.