Enterprise Connect Schedule

The long-term benefits of migrating from legacy on-prem contact center infrastructure to a cloud-based solution are clear for most organizations, but a variety of issues can derail any migration plan and wreak havoc on your post migration deployment, budget, or run-and-maintain environment. In this session, we will explore many well-known and lesser-known obstacles to a seamless migration and transition so that you can ensure minimal disruption to your customer support service and maximize the potential of cloud-based platforms to enhance your call center operations. Some of the common pitfalls we will cover:

• Not understanding the costs and volumes in your baseline demand set, or all of the integrations and applications in play in your current environment
• Underestimating the required effort, including time to: develop the RFP, review and validate responses, review vendor demos, down-select vendors, negotiate and finalize contracts (including SOWs and multiple supporting documents), UAT, and training.
• Not testing for failover and rollback procedures
• Not understanding the complexity or time needed for number porting
• Lack of granularity in the TCO for the "to be" environment, and bad assumptions that can drive up costs, particularly around AI or new feature functionality
• Lack of well-defined use cases creating problems including in the "to be" pricing
• Not fully understanding the training requirements /
• Lack of governance or failure to follow the governance that is laid out in the contract (SLAs, Functional Requirements & Specifications documentation updates, systems integrator management, etc.)
• Lack of review of invoicing and periodically reviewing users to ensure inactive or ceased employees are removed