Cloud migration has been gaining significant traction since the start of the pandemic as companies scrambled to find ways of doing business anywhere. With the benefits that the cloud offers, the demand for cloud services and cloud infrastructure is higher than ever before.
Whether it’s because of security or improved advisor experience, the cloud continues to be one of the top choices for organizations that are looking to excel in their business. As digital transformation continues to pervade today’s business landscape regardless of the industry, organisations are especially interested in the cloud’s ability to serve as a foundation for the deployment of omnichannel experience, making it easier to integrate digital customer service channels such as messaging or chatbots.
In an exclusive interview, CX Today welcomes Brandon Taylor, Associate Director of Product Management at Concentrix who will discuss why cloud migration should be an organisations’ priority and how it all ties in with great advisor experience.
Reasons for migration
An avalanche of companies has already migrated to the cloud, yet many companies are at the very beginning of their cloud journey. As to why they should consider migrating, Taylor explains:
“The number one reason for cloud migration is really about making things easier for people. By being in the cloud, companies can update their systems rapidly, and integrate with other platforms effortlessly, with the added benefit of reducing deployment time for new functionality and services.”
An on-premise system usually requires that applications be installed on every computer separately and manually, the majority of them not being internet-based, which hinders advisor productivity by requiring them to make updates on their own.
“None of that is necessary with the cloud, advisors just sign in and if there’s a new update, they can proceed with it. The updating process is simplified from end to end.”
Cloud effect on employee experience
From an employee standpoint, cloud can significantly help with advisors’ daily tasks and solve common issues. As long as the cloud is deployed correctly, advisors can benefit from simplified navigation which lets them access all necessary data under a single pane of glass. If any new enhancements or changes in apps occur, advisors can experience them immediately, without the need for manual update.
Taylor says: “All updates are done online so advisors do not have to download new applications, which saves a huge amount of time. Quicker development cycle enables continuous delivery so that bugs and issues that impact advisors are resolved much quicker.”
“The cloud allows organisations to easily add new software to their stack without compatibility issues with current applications.”
Another perk of cloud deployment is strong reporting which enables advisors to track every stage of the customer journey and make adjustments on the move. On why the cloud might be the all-round solution in identifying customer pain points, Taylor explains: “The cloud offers a wide array of monitoring and screensharing options to ensure that advisors are getting a full view of a customer’s issue resulting in higher rates of first contact resolution. This allows for issue resolution in almost real time.”
Integration that fits business’ needs
Since cloud migration is no small task, companies are investing effort and time to find solutions that can be integrated with the apps and services that they already use. In the battle between on-prem and cloud, which integrates easier?
Taylor elaborates: “With the cloud, integration is very easy compared to old platforms that were built for an on-premise model. With on-premise solutions, the ability to integrate was quite limited, and even if you were able to integrate with those applications, it often took months of work and would require hiring a lot of development resources within the contact centre.”
As simple as it gets, Concentrix offers great managed services that can quickly integrate your business-critical apps in the cloud, think CRM, reporting databases, and analytics platforms. Taylor explains that most cloud products are built with APIs in mind which speeds up the process of integration.
“This not only improves the technical side of the business but also the advisor’s experience. They can enjoy quicker navigation, a single shared pane of glass with their CRM and contact centre providers. It really goes a long way in supporting the front line, in a way that an on-prem system does not.”
The fact that the cloud can offer both internal and external improvements is what makes it quite an appealing solution. Today, companies are looking for technology that can help them reach their business goals and support their people. To stay ahead of the curve, moving to the cloud proves to be the next big step.
See how Concentrix helps smooth out your cloud contact centre transition.
