IT professionals who are migrating contact centers from on-prem to the cloud have a series of weighty decisions to make, from determining the best contact-center-as-a-service (CCaaS) product to preparing for the migration itself. If they don’t do this prep work, they risk creating an issue for their agents — or worse, headaches for their customers trying to contact them.
For perspectives on migrating contact centers to the cloud, No Jitter tapped site contributors Melissa Swartz and Steve Leaden, both members of the Society of Communications Technology Consultants (SCTC) International, for their advice as communications consultants. Sharing their hands-on experience with CCaaS implementations, Swartz and Leaden highlighted several key areas that enterprises, and their IT decision-makers, need to consider before they even sign on the dotted line for a new contact center service. These are:
