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Real-World Advice for a CCaaS Migration

Elizabeth English  (Founder and Principal, EE and Associates)

Date: Wednesday, March 29

Time: 4:00 pm - 4:45 pm

Pass Type: Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando - Get your pass now!

Session Type: Session

Track: Contact Center/Customer Experience

Vault Recording: TBD

Contact Center as a Service (CCaaS) may be the future of CX technology, but for many enterprises, the migration is proving to be neither quick nor easy. Not only must the enterprise migrate from a highly-customized legacy on-premises system, but it must coordinate the contact center technology migration with the broader business goals and initiatives around digital transformation, including customer data aggregation, self-service and online initiatives, and increasing automation. For IT professionals charged with coordinating the technology support for this new world of customer engagement, the process is fraught with challenges and pitfalls. In this session, a leading consultant who has worked on many contact center migrations will share real-world experiences and lessons learned that will help you better prepare for the challenges you may face in this process. You'll come away with a set of specific recommendations and priorities that you can bring back to your enterprise, to improve your chances of success.

Takeaways

  • How should an enterprise coordinate the multiple factors and constituencies that need to be prioritized in a CCaaS migration: Technology platform; business processes; digital transformation strategy; data handling?
  • What are the most common pitfalls encountered when enterprises attempt a strategic transformation of their customer experience systems and processes? How have enterprises overcome these pitfalls?
  • What are the steps in planning and deploying a CCaaS solution? What factors should influence your choice of CCaaS providers, and what enterprise stakeholders may be involved in the decision-making when it comes to choosing a platform?
  • What cost factors should be considered—ROI, TCO, other business metrics?