For many, CCaaS is viewed as the golden ticket to customer experience modernization.
With enterprises under growing pressure to scale up their CX platforms, and legacy systems struggling to keep pace with the agility, insight, and innovation that today’s customers expect, CCaaS offers real hope.
However, when it comes to moving to CCaaS solutions, the path isn’t always obvious.
Should organizations go for a straight ‘lift-and-shift', or adopt a more gradual, continuous approach?
For Joseph Kelly, Solutions Architect at Miratech, the first thing to look at when considering a CCaaS migration is “how an enterprise can consume its transformation.”
He emphasizes the importance of understanding the people who are going to be involved and how much work they can actually put into it: how much change can your agents handle at one time? How much can your customers consume?
Kelly likens sudden, large-scale migrations to visiting a familiar website one day and finding it completely redesigned.
“You spend most of the time trying to figure out where all the content you usually consume is,” he says.
You really would look back and think this has taken way more time than I would have liked. You never want to get into that situation when moving from an on-premise system to a CCaaS platform.
Lift & Shift or Lift & Shine
In a nutshell, lift-and-shift migrations move existing systems and processes largely as they are.
The appeal is clear: speed and simplicity. For enterprises seeking to consolidate operations quickly or retire on-premise infrastructure, this can seem practical.
But there is an alternative that more fully exploits the capabilities of cloud and avoids just moving existing problems into a new environment: lift-and-shine.
“Look at what you have today that works and what you can move over without being too disruptive,” Kelly advises. “And then modernize from there.”
"That’s really the core of what we can call lift-and-shine.”
The key is minimizing disruption for both agents and customers while maintaining continuity and improving over time.
Continuous Iteration
Continuous iteration – or “continuous enhancement,” as Kelly prefers – allows new capabilities to be rolled out gradually, and existing processes to be adjusted over time.
“One of the main benefits is that you can time changes around contracts and new feature releases,” he explains.