Contact Center as a Service (CCaaS) has a great deal of appeal to companies, because they pay only for the customer contact center technology they need, with flexible terms. Additional benefits include agility that gives them a competitive advantage and they can save considerably on IT costs.
Given the many advantages of CCaaS, it should come as no surprise that adoption is on the rise. However, so are frustrations around delays and issues with legacy migration.
A challenge for companies that are transitioning to CCaaS solutions is meeting expectations for the implementation and migration of legacy systems. Vendors tend to be very optimistic in their timeline estimates. Those estimates often fail to account for the challenges encountered with legacy systems. Vendors typically aren’t concerned about migration and integration details. CCaaS solutions are usually sold based on features and capabilities. The timeline for implementation is typically based on a fresh deployment and not on the legacy systems.
Therefore, implementations can quickly go sideways. Timelines go out the window, and target dates aren’t met. Other systems dependent on the CCaaS deployment can be impacted. Employees are frustrated, operations might be affected, clients might be impacted, the CCaaS project goes over budget, and you can bet the C-suite is not going to be happy.
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Accelerate CCaaS Migration with a Strategic Advisor
That’s not how CCaaS implementation should go, but it’s an unfortunate reality for companies. How is it that others succeed when the deck seems stacked against them? The key to accelerating CCaaS implementation and legacy migration is to have a trusted advisor at the table.
The vendors may have great products, but they’re focused on the sale then moving on to the next client. They’re great at selling their solution based on features, capabilities, and pricing, which they are experts at knowing all about. However, they may not have an in-depth knowledge of a customer’s business processes and legacy systems.
A company making the move to transition legacy customer contact center technology to CCaaS is almost always lacking experience with these complex implementations. In addition, IT departments are usually driving the project, and they may not have a crystal-clear picture of business process requirements.
Combine these factors together, and the actual timeline for a CCaaS deployment typically stretches far beyond expectations. In addition to delayed capability, with upstream implications, they often impact other elements of the company’s business.
Navigate Contact Center Technology Migration with ACLIVITI
ACLIVITI has guided many organizations through legacy migrations, spotlighting areas that could have otherwise been overlooked. Oftentimes, a trusted advisor is the critical piece that is missing from so many of these CCaaS implementations.
At ACLIVITI, we bring in a highly experienced team with specialization proficiencies. Using our proven APEX™ framework for Technology Value Rationalization, our team ensures our client company’s requirements and expectations are fully captured.
We then work with the vendor to ensure our client’s requirements are fully accounted for. If there are any gaps, they are identified upfront and addressed. ACLIVITI puts our deployment experience to work, honing the complicated implementation process.
Vendors appreciate the presence of this trusted advisor because they end up with a happy customer and faster implementation, which frees up their resources. The client undertaking the customer contact center technology transformation sees huge benefits, including hitting all their business requirements, successfully migrating their legacy systems, staying within budget, and implementing the CCaaS solution much more quickly.
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Contact us to discover non-biased deep expertise for scoping efforts for technology, migration, implementation and training. ACLIVITI can work with you to reframe service into an innovative profit center.
