CX transformation or CX migration is the process of shifting data and platforms to a different cloud environment. If not planned properly, contact centres will be dealing with ad-hoc issues that will negate any gains expected from cloud migration. Why is pre-migration so important? That is the focus of this article.
What is covered during pre-migration?
CX migration does not happen overnight. First, the current systems must be analysed. During the pre-migration process, CX engineers and consultants will examine the system, catalogue the data, monitor the live status, clean up legacy systems and set up a migration profile. Covering these CX requirements takes a lot of time because contact centre platforms are complex ecosystems, processing petabytes of data. So all the steps must be handled carefully to make migration a smooth process.
Why is it important to examine pre-migration CX requirements?
Pre-migration is crucial because it ensures a smooth migration process in the long run. CX engineers and consultants can plan out the migration in more detail and examine the current use of the UC system.
Pre-CX migration assessment allows engineers to grasp the scope of the contact centre platform before CX transformation. Most contact centres install a lot of systems over the years. Some of these systems become redundant, but some continue to be invaluable to the process. But how can CX engineers differentiate redundant systems from the valuable ones? Assessing the system before CX transformation allows engineers to differentiate systems, making the entire migration process more efficient.
An audit allows for the continuous collection and analysis of data. The data provides a clear picture of the changes businesses undergo to shift their contact centre platform. Engineers then determine how these changes will affect customer service by comparing future changes against performance data, speeding up migration significantly. Furthermore, the data provides valuable feedback on how personnel use the system. The feedback provides a roadmap for improving interaction routing in the future, which means customers get a better CX experience. Analysing data collected by contact centres is a pivotal first step in pre-migration.
Pre-CX transformation encourages useful practices, like cleaning the legacy platform. At first, it might seem like a waste of time to clean the old UC platform. Why clean it when the contact centre is going to migrate? However, cleaning the legacy platform is a prudent investment that pays off down the line because it acts as a catalyst for cloud migration. Furthermore, cleaning old systems provides a firm foundation for the migration profile.
Arguably one of the biggest benefits of pre-CX transformation, the migration profile is the analysis of technical, business, operational and people configurations of the CX platform. It allows contact centres to examine vital information like the technical architecture, working constraints, interaction flows and agent performance. A migration profile is important because it allows CX engineers to examine the different aspects of the contact centre at a single glance. The ability to glance at the various facets of the CX platform makes migration much smoother because it helps with planning out the actual migration.
Pre-migration is crucial because CX engineers account for changes in workforce tools during this phase. Pre-migration allows contact centres to plan out their migration process and account for how workforce tools will change. Migrating the routing model and flow will make workforce tools redundant. If the contact centre is using new workforce tools, then the operational configuration needs to be adjusted. The pre-migration process makes it easier to plan out the transfer of management information and manage workforce tools, which is going to save engineers a lot of stress during the actual migration process!
Make cloud migration efficient by examining CX requirements
Pre-migration is one of the most important steps in the migration process because it provides the insight necessary to plan out an efficient CX transformation while accounting for the potential pitfalls from shifting data and systems to a new platform. Without pre-migration, it would be impossible to migrate efficiently, making it one of the most important steps in the CX transformation process.
How can you make your agile cloud migration strategy successful?
The CX industry is changing, and contact centres need to be ready. Once, it was not uncommon for a contact centre to stick with a single CX platform for at least 7 to 9 years. However, that time has changed, and now, we see contact centres switching platforms well within that period. There are several business reasons for the accelerated rate of migration, but one of them is that the needs of contact centres constantly evolve and often migrate to a different platform to meet these needs. Given this shift, it is more important than ever to have an agile cloud migration strategy.
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