The ways CCaaS migration can go wrong and how to prevent it
Migrating to a CCaaS platform is a critical project for organizations because shifting from one platform to another is a huge undertaking that not only incurs high costs but also takes time. Moreover, the quality of migration can affect the ROI of the project, which can determine if it is a worthwhile investment.
Hence, it is no surprise that many stakeholders get involved in a migration project to ensure that the right CCaaS vendor is chosen. However, despite the caution and the number of people involved, there is still room for error during the migration project.
In this article, we will explore what potential errors can occur during a migration project and how to prevent them.
How can CCaaS migration go wrong?
- The absence of a structured, needs-based evaluation
Evaluations are crucial for defining project expectations clearly. Yet, more often than not, a structured and needs-based evaluation is missing. This is because sales teams are excellent at selling the strengths of a CCaaS platform and downplaying weaknesses, which may not align with the company’s interests.
Hence, there is a need for a structured, needs-based evaluation to ensure that the CCaaS vendor can benefit the client. However, the evaluations are not as structured as they could be or as needs-based as they should be, leading many stakeholders to make the wrong choice.
- Not setting clear project objectives
A large business can have several departments spread across multiple geographical locations, and each department has different needs from a CCaaS platform. For example, agents require a solution that allows them to look up past interactions with ease, while engineers require a feature that would enable them to see past configuration actions in a few clicks. However, organizations don’t have a clear idea of different department objectives, which can lead to them selecting a vendor that doesn’t meet their needs.
- A lack of clarity in the implementation process
CCaaS implementation can go wrong even after a contract signing because implementation teams are given very little insight into what is promised, which means the final project can have several oversights that require substantial effort to rectify in the long run.
This disparity between what is promised and what is delivered often comes down to a misunderstanding over expectations from the CCaaS vendor and the needs of the organization.
What is the best way to prevent these issues during the project?
The best way to prevent these issues and ensure success is to gain clarity into company needs and the features of the CCaaS platform. Hence, before undertaking any migration project or looking into a new vendor, organizations should take a thorough look at their own CX platform.
This assessment of the CX platform should not only consist of features and what departments need but also how the platform is currently used. Studies of the current CX platform should take a deep look at how the platform is being used in real-time by agents and CX engineers because it can reveal interesting trends about how the platform is used. This is because not all aspects of the platform are evenly used at all times.
For example, a typical VDM report might reveal that over 90% of traffic comes from 100 channels, with the rest of the channels not being used. Furthermore, we also need to know the configuration and management changes made to the CX platform to better understand how it is being used and by whom.
Investing in an automated solution that can assess the CX solution to reveal how configuration and management data is stored and used within the solution can help make this process much easier. Taking time to assess the CX platform with an automated discovery service before searching for a vendor can save a significant amount of time and resources when it comes to your CCaaS migration project.
Turning migration into a stable and efficient process
Despite the importance given to a CCaaS migration project and the number of stakeholders involved, it is not unusual to see migration projects fall short of expectations or go above budget. This shift from expected results can happen due to poor planning or a lack of clarity in the migration project. To prevent these problems from occurring time and time again, it is best to invest in a solution that can help organizations gain in-depth clarity into potential CCaaS platforms. Having the needed clarity can help with decision-making and ensure that the migration project remains smooth and efficient.
