An often-heard insight from industry analysts (like me) is as an enterprise moves its contact center from on-premises systems to the cloud, don’t re-create the current operation like-for-like. Instead, companies should think of migration to the cloud as a moment to re-evaluate how its interactions are being routed today – to metaphorically cleanse the system of any configuration baggage that has accumulated over as long as 20 years. There will likely be opportunities to incorporate technologies that were not even available when the initial contact center system was installed. A clean slate is the best place to start.
