JUNE 2018CIOAPPLICATIONSEUROPE.COM8he thought of moving your contact center to the cloud can be daunting. Potential disruptions, lack of familiarity and concerns about security can serve as major deterrents. But the benefits of a cloud contact center can far outweigh any potential complications. Cloud contact centers offer clear financial advantages and incremental time and resource savings. So although TThree Things to know before Moving Your Contact Center to The CloudMichael Ringman, CIO, TELUS Internationalyour legacy system may be working perfectly fine as is, the "if it ain't broke, don't fix it" mentality, will only serve to delay your organisation growth and efficiencies in the long-run. Knowing what lies ahead can help ease some of those fears and help your company ready itself for change. Here are three key factors to consider and anticipate before moving your contact center to the cloud for a smooth transition.Change ManagementToday's contact center customers expect an omnichannel level of service with the ability to interact with your brand via any support channel on any device and receive a personalised, effortless and consistent experience. The reality is, however, that legacy technology is often not able to meet the intricate demands customers are looking for. In order to meet their evolving expectations, technology needs to be kept current by investing in the latest contact center equipment along with the resources required to manage it. This is one of the many perks of a cloud contact center. Providers are deeply invested in anticipating customer needs and constantly update their services to keep up with industry standards. But for as seamless and hassle-free as software updates might be with the cloud, it's critical to account for the human capital required to manage this new technology and deliver the omnichannel service customers have come to expect.IN MYOPINION
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