Assessing Legacy Systems: Turning Pre-Migration Analysis Into An Efficient Process

As contact centers make plans to migrate to the omnichannel CX solutions, they find themselves tackling the critical CX migration issue of pre-migration analysis.

Analysing legacy systems is a challenge many CX centers are looking to streamline and simplify because legacy CX clarity could affect costs, delivery rates, and productivity.

If contact centers are to complete a CX migration project within budget and schedule, they need to find a way to assess their legacy data and systems in an efficient process.

We explore how you can turn pre-migration analysis into a procedure that can be completed within weeks instead of waiting months.

Assessing legacy systems cuts costs and improves productivity

One method for streamlining legacy systems is using an automated CX management platform to assess legacy data and systems.

An automated CX management platform allows organizations to assess their legacy configuration within weeks so CX centers can complete complex operations within a smaller timeframe.

For example, you can devise a report that gives you an overlay of system configuration changes. The report also provides a system on how they are used in real-time, giving you information on what are the valuable or useful systems within four weeks.

Leveraging an automated system also allows CX centers to cut down the time allocated for migration analysis and convert the process into an automated, data-driven exercise, making the project more feasible and easier to manage.

Moreover, using an automated management platform to gain legacy CX clarity makes the destination platform more accessible to CX engineers, making the transition smoother and more efficient.

Furthermore, the platform can automate data translation from the source to the destination platform. With a management platform, your engineers are no longer responsible for data translation. This way, you can true the process to an automated solution that allows organizations to improve productivity and delivery rates while reducing migration costs.

Automating data translation also has another benefit: removing human error. Data translation goes wrong because engineers could make mistakes in the process, which would have disrupted delivery, raised costs, and delayed completion.

Turning CX migration into a more efficient process with legacy CX clarity

Leveraging a CX automated platform to gain legacy CX clarity allows contact centers to find the right processes and transform legacy system assessment into an automated, data-driven exercise to double productivity.

This has a positive impact on CX migration because engineers have a better chance of completing the migration project on time without cost overruns.

Furthermore, CX organizations can reduce the strain on resources because they do not have to devote a large part of their resources and time to translating their legacy data while still completing the process.

Optimizing pre-migration accelerates CX migration because it provides better insight into how the destination platform works, further accelerating the migration process and reducing the project’s cost.

By using an automated management platform, contact centers also exercise greater control over the rate of data translation and injection into the destination platform, turning migration into a seamless process.

This allows organizations to achieve greater platform synchronization between source and destination platforms. This is critical for making an effortless transition from one CX platform to another.

Critically, a CX management platform can rectify the problems that might crop up during migration. Certain management platforms allow organizations to perform specific tasks, such as automated rollback, where they can undo configuration changes that may have led to system disruption.

With this function, organizations can further optimize the migration process by stabilizing their internal processes and ensuring that migration does not grind to a halt even with an error.

Maximizing ROI on your CX platform

Optimizing pre-migration analysis and refining the migration process is critical for maximizing ROI on your CX platform.

A refined, well-optimized pre-migration process allows you to realize time-to-value faster, making migration to a new platform a far less risky proposition than it could have been.

This is critical because contact centers work with expansive legacy systems that need to be lifted and shifted over to the new CX platform.

Working with an automated management platform allows you to turn migration into a more efficient, streamlined process, allowing them to realize the benefits of the new omnichannel CX platform.