UC Platform, Managers and CX Engineers : Blackchair

When migrating to a new UC platform, managers and CX engineers have to draw up plans for post-migration service. Part of the process is to write each business line from scratch due to the different architecture of the two platforms. This process is lengthy and often draws out the migration project, leading to delays and driving up costs.

However, by creating a migration profile, we can streamline the process and reduce the cost of migration. CX engineers can use the migration profile to build and scale out a delivery practice that will help move the contact centre from migration to service delivery as soon as possible. This allows contact centres to minimize the time needed to transition from platform migration to service provision.

With a migration profile, it becomes much easier to determine what will work on the new UC platform and what might not. For example, interaction workflows and tools may not work on the new platform. This could, in turn, affect agent scheduling. However, by creating a migration profile, CX engineers will find it easier to resolve several questions in regards to interaction workflows and models. With these questions answered, it becomes easier to set out suitable workforce schedules and interaction flows.

A migration profile can aid agile cloud migration by streamlining the process significantly and is often created by cleaning legacy systems. Here are just some ways a migration profile facilitates a shift to another platform.

Identify the most important systems in the platform

Through a migration profile, contact centers can determine which systems are important. Contact centers often use complex CX platforms containing several systems. Certain systems are no longer used (classed as legacy systems), while some remain vital to operations. CX centers can determine which systems and data are important and what is redundant, making agile cloud migration far more efficient than before.

Encourages efficient migration practices

The creation of a migration profile encourages efficient practices in agile cloud migration. For example, part of creating a profile involves cleaning the legacy data. At first glance, it seems like a waste of time and an unnecessary process. However, cleaning legacy data paves the way for more efficient migration because it allows contact centers to get a grasp of the legacy data and systems in the CX platform.