Contact Center Not in The Cloud? You’re Not Alone

Contact Center Not in The Cloud? You’re Not Alone

While the talk, innovation, and future of the contact center industry is in the cloud, there are still many contact centers that have not migrated to the cloud. Some studies show some surprising statistics that almost two-thirds still have some component of their contact center premise-based.

A decent portion of the premise-based contact center is made up of SLED (State Local & Education), there are just as many businesses that have not made the leap. Financial and healthcare organizations cite security as a major reason for not transitioning.

As the digital landscape continually evolves, businesses are increasingly looking towards the cloud for solutions to modernize their operations. But transitioning from on-premises setups to cloud-based systems is not just about jumping onto a new platform. It’s about strategically enhancing the way your business operates.

In this article, we’ll walk through if the cloud is right for your business and, the essentials of moving your business applications and data to the cloud.

Understanding On-Premises to Cloud Migration Cloud

Migration is more than just a trend; it’s a critical step in the evolution of enterprise technology strategy. This process involves moving data, applications, and other business elements from a local data center to a cloud-based platform.

Cloud migration does not always mean a complete overhaul at once. Many businesses choose a phased approach, driven by their unique technical and business needs. Choosing the right migration strategy is critical to the overall success of your contact center for years to come. The four most common strategies are:

  • Rehosting (Lift-and-Shift): This is the most straightforward method where everything is moved to the cloud as is. It’s quick and easy but doesn’t tap into the cloud’s full potential.
  • Refactoring (Redesign): This involves a more fundamental change where systems are re-architected for cloud optimization. It’s more resource-intensive but pays off with enhanced functionality and efficiency.
  • Replatforming (Revise): This middle-ground approach involves making moderate adjustments to the system for better harmony with cloud environments.
  • Replacing: Here, existing systems are entirely replaced with cloud-native solutions, often for enhanced performance or security.

While these are the most common, this does not mean that you are limited to these four options. We have navigated many combinations and variations of these and one consistency among all of those is that no two migrations are alike.

The Benefits of Moving Your Contact Center to The Cloud

Migrating your contact center to a cloud-based infrastructure offers a suite of substantial benefits that can transform business operations. Accessibility is a primary advantage; cloud services provide teams with the capability to access essential tools and data from any location, which greatly supports the adoption of flexible work arrangements. This move also enhances app performance and business agility due to the advanced infrastructure available through cloud providers.

In terms of handling workload fluctuations, the flexibility and scalability allow for an efficient allocation of resources that can be adjusted in real-time according to the demand. This flexibility has its operational advantages while also contributing to cost efficiency. Compared to maintaining an on-premises infrastructure, cloud platforms often result in more predictable and manageable costs due to their scalable nature.

Security Is a False Objection When Migrating Your Contact Center to the Cloud

Security has always been a major reason, or excuse depending on your perspective. It has become a false narrative carried over from decades ago. Times have absolutely changed, so much so that cloud-based solutions bring sophisticated security features that some experts believe to be more secure than premise-based solutions.

While premise-based solutions are being discontinued and sunsetting support, cloud providers invest heavily in security and compliance measures, ensuring that organizations benefit from the most current and robust protections available. This commitment to security is critical as it helps protect against data breaches and cyber threats while ensuring compliance with various regulatory requirements. Overall, transitioning to the cloud equips contact centers with the tools necessary for modern, efficient, and secure operations.

Key Steps to a Successful Contact Center Migration

Strategic Planning: Embarking on a contact center migration without strategic planning is like setting sail without a map. Before you weigh anchor, chart your course by pinpointing the exact reasons and goals for your migration. The purpose and scope you outline will be the stars you navigate by, guiding you to select the cloud approach that best aligns with your company’s vision.

Vendor Evaluation: Think of it as a talent scout sifting through prospects. You’re on the hunt for a cloud provider whose abilities and costs resonate with your contact center’s playbook. But it’s not just about finding a provider—it’s about understanding your business objectives, culture, and most of all how you operate.

Security Preparations: Security preparations cannot be an afterthought—they are your frontline defense. Before the migration, it’s critical to erect robust digital fortresses, like cloud firewalls, to safeguard your data. Treat these security measures as the essential armor for your digital assets, fortifying them against the siege of cyber threats.

Starting Small: Then there’s the wisdom of starting small. Instead of plunging into the deep end, dip your toes by migrating smaller, non-critical workloads first. This approach lets you test the cloud waters, acclimatize your team, and refine your migration strategy, all while keeping your core operations running smoothly.

Continuous Improvement: Successful migration to the cloud is not the end, it is in fact just the beginning. Continuous improvement is the pulse of your operation’s longevity. It’s not a ‘set it and forget it’ situation. Your cloud deployments require the same attention and care as when you were starting the process. Regular updates and optimizations are critical to the ongoing performance of your contact center.

Overcoming Migration Challenges:  While moving to the cloud is advantageous, it comes with challenges like managing costs, database migrations, adapting legacy systems, and ensuring security. Proactive planning and partnering with the right cloud service provider can mitigate these issues.

Partnership Matters When Migrating Your Contact Center to The Cloud

With all the options available with cloud service providers in the contact center, it can feel a little overwhelming. With each platform and company claiming they are the best and an industry leader.

The reality is there are a lot of amazing providers out there, however not all of them are the right fit for your organization. With the innovation and options available coming from your premise-based solution it will feel like you need everything right now.

This is where partnerships matter. At InflowCX, our approach has always been the same: Customer First. We have our process that centers around you and your needs, not a vendor and their solution.

With our proven process we can help guide you through to the other side, with minimal frustration and your business objectives driving the conversation. If you are wondering where to start to make the best decision possible, it is contacting InflowCX today!