cloud businessSo, you’re thinking about moving your contact center to the cloud? We’re not surprised – a cloud-based customer experience platform boasts multiple benefits, including scalability, agility and security, as well as ease-of-use and cost savings – in the contact center and beyond. Yet, what is often overlooked during a cloud contact center migration can mean the difference between success and failure.

If you’re heading into the cloud, keep these five things in mind for a smooth transition:

  1. Do your research – There are tons of resources available. Analyst reports provide a good overview of the landscape and offer the latest trends, vendor whitepapers give a different perspective and case studies and colleague recommendations give you an honest review. Look at multiple resources. Don’t skip this step or you risk making a big mistake.
  1. Know your deployment options  While the cloud delivers speed of deployment, there isn’t always a straight-forward deployment strategy, especially in situations when some legacy solutions are already in place. Changing this existing infrastructure may not be a viable option. There are various approaches for integration and you should consider the needs of your business. It starts with knowing your options and what’s best for you, including:
  • Pure Cloud – All components and functionalities are entirely located in the Cloud. You can deliver secure and scalable best-in-class customer experience without any infrastructure responsibilities on your company’s IT department.
  • Hybrid Cloud – The components and functionality are distributed between your site and the cloud. The hybrid cloud is a direct extension of your existing environment, and can be ideal when adding new cloud-based solutions and coordinating them with your existing on-premises solutions.
  1. Make sure you have the right support – Ensure your provider offers the right support for your business, and especially for your customers to ensure you always maintain a great experience. Ask questions, discuss planned and predictable situations with the preferred vendor, and expect a flexible range of support services tailored to your needs.
  1. Expect unexpected benefits – You know the obvious reasons for moving to the cloud, but get ready to experience other advantages. For example, we’ve found that moving CX to the cloud can offer big competitive advantages and differentiate your brand from competitors. One unexpected benefit that we repeatedly observe is the ability of the cloud in organizing a unified queue across channels, touchpoints and resources, as well as across your organization and sites. This goes a long way in delivering a consistent and personalized CX across the customer journey, no matter which touch point your customer uses or which employee they engage.
  1. Be Prepared for Growth – When you first plan to move to a cloud customer experience strategy, start thinking about the future right way. Will you be prepared to add new channels? Which ones do you need and where you need them? Getting a scalable, flexible, cross-channel cloud platform early on prevents headaches in the future, and ensures you are prepared for a growing business and increased customer demands.

Check out some recent customer success stories in the cloud with AstraZeneca, Marketo and,

Are you ready to transform your company’s customer experience with the cloud? Learn more about how to make the best decision when it comes to the cloud, read the OPUS report Beyond the Checklist: 10 Attributes of Successful Cloud Contact Centers.

If you have comments or questions, please reply below.

Slava Zhakov

Slava Zhakov

Slava Zhakov is the chief technology officer at Genesys. He is responsible for product development, setting the company’s technical vision, and leading all aspects of technology development and innovation. Slava joined Genesys in 1998 and most recently served as chief...