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4 best practices when moving your contact centre to the cloud - Netcall - ContactCenterWorld.com Blog

4 best practices when moving your contact centre to the cloud

1. Choose telephony for you… and your organisation.

When you make contact centre tech decisions there may be a knock on effect for all departments. So, unless you are a standalone unit consider how your choice of telephony will affect others. For example, what will a change in handsets and devices mean to your back-office?

Why not think about:

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  • Call transfers to and from the back-office
  • Your businesses bring your own device policy (BYOD)
  • Your need for end-to-end CX. Ask your vendor if they support agnostic integration with other legacy software.


2. Plan for flexible agent skills.

Your agent teams handle different tasks and channels. They will need flexible functionality. Avoid the ‘one size fits all’ trap. It’s will limit your ability to respond to customers and cost you more. Make sure that you are able to meet peak seasonal demand, and then when it’s all over, return to your baseline. Plan for specialised groups of agents that will need extra features.

Ask your provider:

  • Are more features available as and when agents need them?
  • Are these features hard linked to agents or transferable between agents?
  • How are these billed? What about peak demand?
  • Will the extras be part of a tiered integrated approach?


3. Check data security means the same for you, and your provider.

Data security used to be about how your team uses and stores data. Yet, you may share some of the data with third parties. Other departments may access data connected to your contact centre systems. Now, it’s about how they access your data in the cloud. If you have outside 3rd party customers this challenge becomes greater. (Such as outsourcers or contractors)

We recommend that:

  • You map the data compliance for each touch point within your cloud deployment
  • Confirm with your Data Compliance Officer that your new plan has their approval.


4. Rethink your resilience and stability plans

A. Business continuity

On-site systems have well-developed resilience and stability plans. When you move to the cloud, the issue of resilience takes on a new emphasis. Take steps to protect yourself against a single point of connection failure. Also consider the routing you use for data and telephony between your cloud provider and your sites. Poor transport link routing introduces latency (delays) which affects performance. Be careful that you don’t compromise data packet transport with your business continuity routing.

B. Performance monitoring in real-time is essential

When your systems are on-site checking data traffic is irrelevant. In the cloud you need to watch the flow of data traffic to see when delays happen. You need real-time visibility to follow performance along the whole route. Track each step of the route and track provider SLAs. Avoid being performance blind. Measuring “what’s happening” and “where” keeps you informed of any delays or downtime.

For best performance and resilience:

  • Watch data as it exits your service provider cloud site and on each transport link between the sites
  • Check what happens as data crosses your perimeter and firewall
  • Plan the best number of data and telephony links between you and the outside world
  • Design your connection to minimise latency and unintended consequences.

With more than 20 years of cloud experience our technical teams are here to help. They will support you as your plan your cloud contact centre. Our project teams remain at your side for every step of the implementation and roll out.

Source: http://www.netcall.com/blog/4-tips-moving-contact-centre-to-the-cloud

Publish Date: April 28, 2017 5:00 AM


2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)

2.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

3.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

4.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

5.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

6.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

7.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

8.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

9.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Netcall

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4 best practices when moving your contact centre to the cloudApril 28, 2017 5:00 AM
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