The advent of cloud technology has revolutionized the way businesses operate, and contact centers are no exception. Many organizations are now considering migrating their contact centers from on-premise to cloud platforms. While this shift offers numerous benefits, it needs to be done after careful considerations. Below are some key factors we hear about from our customers.

To BYOC or Not to BYOC

One of the key decisions when moving to a cloud contact center is whether to bring your own carrier (BYOC) or rely on the carrier provided by the cloud service provider. BYOC allows organizations to maintain control over their existing carrier relationships, contracts, and pricing. However, it comes with the responsibility of managing connectivity and ensuring seamless integration between the carrier and the cloud platform.

Organizations should carefully evaluate their requirements, existing carrier relationships, and the level of control they desire before making a decision. Some reasons in favor of BYOC:

1. Cost Savings – If you have an existing contract with a carrier, it may be more cost-effective to continue using their services rather than switching to a new provider.
2. Integration – Your existing carrier is already integrated with your On-Prem systems and processes. One needs to carefully evaluate how your existing Carrier will integrate with Cloud Platform vis-à-vis how the Cloud platform’s carrier would integrate with your delivery center. It could be easier and more efficient to continue using them rather than switching to a new provider.
3. Flexibility – Bringing your own carrier gives you more flexibility to customize your telephony services V/S fixed plans being offered by your Cloud provider.
4. Ongoing Support / Troubleshooting requirements – Is your Cloud provider taking responsibility of their Carrier issues and providing you full visibility?
5. Familiarity – If your team is already familiar with your existing carrier, it may be easier for them to adapt to the new contact center platform if they can continue using the same telephony service.

No matter which direction you choose, it’s important to have full visibility and be able to monitor the quality of the service you are receiving to be able to hold your carrier accountable.

Visibility & Control

Cloud Contact center vendors often offer a certain level of monitoring and reporting that provide analytics into call quality, network performance, and other key metrics. By leveraging these tools and establishing service level agreements (SLAs) with the cloud provider, organizations can maintain visibility and ensure optimal voice communication quality.

Organizations need to review the visibility being offered by the Cloud providers V/S what they can get with their own carrier. Using something like Nectar DXP provides insight into the quality of your carrier and SIP sessions all the way to a in office or remote contact center agents (even to how their headset is performing).

Managing a Hybrid Approach

Many organizations adopt a hybrid approach when migrating to the cloud, where they maintain certain on-prem systems while leveraging cloud-based solutions for specific functions or channels. This hybrid environment can introduce complexity in managing, monitoring and maintaining multiple platforms and ensuring seamless integration.

Nectar can help providing a Single Pane of Glass across your On-prem and Cloud platform, thus proving a seamless experience across the environment and simply the migration journey.

Disruptions to Customer Experience (CX) during the process

While the benefits of moving to the cloud are plentiful, getting there can be just as concerning.  During this transition, it is crucial to prioritize the customer experience and ensure a seamless migration to the cloud without compromising customer satisfaction.

Continuous monitoring and testing (before – during – and after) helps ensure that your customer experience stays at the level you expect. It’s often not just the contact center platform being migrated but other platforms as well and the ability to test all throughout the omnichannel journey (such as chatbot interactions, email exchanges, IVR systems, SMS messaging, web interactions, web chat, and of course voice interactions.) is important to proactively identify issues before they impact your
customers.

So, now what?

Whether you decide to migrate one or all of your communications platforms, we’d be happy to talk you through your decision and help you with your strategy.  We have helped so many of our clients decide how best to make the move and what’s great is that it doesn’t matter what platform(s) you are using.  We are able to take the data from any of your UC or Contact Center tools no matter the vendor or if they are in the cloud or in your office and make that data visible to you and your teams.  It allows you to see the big picture of what is going on before, during, or after a migration.  Let us know when you’re ready to chat, we’d be happy to show you Nectar DXP in action.