Demand for agile, flexible, and scalable contact center technology is growing. In a world where consumer expectations are evolving at an incredible rate, and workplaces are growing more distributed, CCaaS platforms offer the tools businesses need to ensure CX success.
According to some reports, the CCaaS market will double within five years, reaching a value of $19.8 billion by 2031. It’s easy to see why. CCaaS solutions offer a central hub for managing customer interactions, tracking engagement, and retaining excellent levels of satisfaction. However, it’s worth noting not every solution will be perfectly suited to every team.
After investing in a CCaaS system, some companies discover their chosen technology doesn’t have the capabilities, extensibility, or integrations they need to drive excellent results. In these circumstances, switching to a new provider can ensure business leaders can save time and money on their CX initiatives, while improving employee engagement and productivity.
So, where can organizations get started?
Step 1: Establish Clear Goals and Challenges to Overcome
The first step in any successful software migration, is setting the right goals. If your current CX solution isn’t delivering results, ask yourself where you have the most gaps in your technology. Some companies will set goals around boosting their customer’s digital experience, looking for CCaaS systems which provide access to additional omnichannel capabilities and services.
Other organizations may focus on driving insights from their contact center, leveraging platforms with in-built reporting, analytics, and AI capabilities. Other targets may revolve around increasing operational agility, improving business continuity, or creating a more scalable platform to enable rapid growth. As business leaders set goals for their new CCaaS offering, they should also be looking at the key challenges they need to overcome. For instance, businesses may need to:
- Streamline global operations in a business expanding across geographies
- Support remote, hybrid, and flexible workers with cloud-based tools
- Reduce the complexity and cost of hardware maintenance
- Eliminate complex infrastructure and tech inefficiencies
- Consolidate contact center, PBX, and telecom suppliers under one vendor
- Reduce the costs associated with paying for unnecessary technology
Step 2: Integrate and Consolidate
Just because a company chooses to change its CCaaS solution, doesn’t mean it wants to start building its technology stack again from scratch. Before embarking on a migration project, business leaders should take the time to audit their existing contact center environment. Pay attention to the number of legacy applications, tools, and systems that need to be transferred into the new ecosystem.
A good CCaaS solution should make it easier to consolidate all of the disconnected components of a strong CX strategy into one environment. This means it’s worth looking for a vendor that not only supports legacy technology, but also offers open platform connections, APIs, and integrations.
Think about where vendors can bring different tools together in a future CCaaS solution, such as ticketing systems, line of business technology, and CRM software. In some cases, it might even be worth looking for ways to connect the UCaaS and CCaaS environments, so agents can collaborate easily, and external and internal communications become more connected.
Step 3: Pinpoint your Must-Have Features
Next, it’s time to begin thinking about the core features the new CCaaS solution should have. Most leading contact center platforms will include many of the same components for call routing, management, and cloud flexibility. However, the exact needs of each company can differ drastically. As the customer service landscape continues to evolve, many business leaders are finding themselves in search of more innovative, disruptive capabilities, such as:
- Intelligent routing to direct customers to the best agent in the quickest time
- Omnichannel communication environments which link SMS, video, voice, and messaging
- Agent desktops where employees can access data, knowledgebase articles, and tools
- In-depth analytics via real-time and historical reporting capabilities, to track CX
- Intelligent automation to reduce the repetitive tasks each agent needs to complete
- Recording and call quality capabilities, for compliance and business growth
- Outbound dialing with state-of-the-art algorithms to improve customer reach
- Chatbot assistance for self-service and customer engagement
For companies already using critical tools for internal collaboration and communication, it may also be important to look for a vendor capable of bringing the two works together. For instance, a CCaaS solution could work alongside Microsoft Teams, to create a more collaborative agent experience.
Step 4: Evaluate Provider Options
Once business leaders have a strong idea of the kind of functionality they need, and the goals they want to achieve, it’s time to start evaluating providers. There are countless amazing CCaaS solutions on the market today, each offering different services and solutions.
The right partner for any company will be one that can not only offer the right feature sets, but also deliver exceptional support and assistance every step of the way. Businesses should search for a flexible CCaaS vendor, capable of adapting their service offering to suit their specific requirements.
A good provider will offer proactive, predictive, and preventative service support options, to keep the contact center system up and running. They should also be compliant with regional, global, and industry-specific requirements, and capable of helping every business scale over time. It may also be worth searching for a vendor with flexible pricing structures to suit specific budgets.
Step 5: Create the Switch-over Plan
Finally, it’s time to create a plan for the switch. Planning the transitional period is crucial, because it helps to ensure minimal disruptions to the service any team can offer. A good migration strategy will ensure team members can stay productive as new tools are being implemented.
For many businesses, the best option will be to pursue an agile, phased delivery plan, where new tools are rolled out on a step-by-step basis. This can help to reduce the risk and complexity associated with migrating into a new technology environment. It also means business leaders can pay close attention to crucial analytics and metrics as they’re introducing each new service.
Through a step-by-step switch over, companies can monitor how each new feature and functionality affects the company’s user experience, employee engagement, and customer satisfaction levels. The right CCaaS solutions should even come with built-in reporting and analytics tools to help with collecting this valuable information.