Contact Center as a Service (CCaaS) is one of the most popular commercial utilization of cloud computing. The appeal of CCaaS is easy to see. Legacy customer contact center technology is costly to buy, expensive to operate and maintain, difficult to upgrade, and challenging to integrate.
In a business environment rapidly changing and always under the budget microscope, organizations are pushing to adopt CCaaS. This is a transformative move that delivers scalability, lower operating costs, flexible payment options, and a previously unheard-of degree of flexibility.
CCaaS has proven its value like never before in 2020. In 2020 we saw a global pandemic upend business and make remote working mainstream.
Successful CCaaS deployment delivery starts upstream, with buy-in from all players in an organization. It doesn’t matter how good a CCaaS solution might be, the vendor rating, or expected cost savings if upstream factors haven’t been taken care of first.
Smooth CCaaS Deployment Requires In-Depth Preparation
The C-suite must be on board with the project and clear about what the objectives of the CCaaS deployment. This includes a fundamental understanding of all current processes that might be impacted and a business case. The business case should include business and operational requirements and the cost savings of the transformation to a CCaaS solution.
The analysis and business case are the most important components of a transformation program. Any integration with other systems, including legacy IT infrastructure, must be identified in the analysis case. The budget for the project itself and any financial targets expected as part of the solution must be spelled out.
Starting with a glossy pitch deck about what a specific CCaaS solution can deliver is a recipe for disaster. You can’t get to that endpoint and have the project declared a success if you don’t know what the objective was.
The challenge for many companies is ensuring the critical upstream components are accounted for—before a technical team starts running with a project to deploy a solution. Even if the organization makes the effort to flesh out the requirements with a business case, familiarity and a lack of experience in deploying cloud solutions can result in issues.
At the upstream level, these issues don’t sound so bad but, by the time they make their way downstream in the implementation they can grow worse. Flawed assumptions during implementation can have a multiplier effect. Too often, the end result can be missed benefits, and in extreme cases failure in the end deployment of a platform.
Strategic Advisor Streamlines Contact Center as a Service (CCaaS) Transformation
What many organizations have realized is that they need a third party to assist with their efforts. Choosing a trusted partner with experience in Call Center as a Service (CCaaS) transformation and deployments is the key to success. This is why having a strategic advisor like our team at ACLIVITI is imperative.
Our team at ACLIVITI has extensive expertise in CCaaS deployments and knowledge of all the top vendors and solutions. Our APEX™ framework is used to perform a full analysis of the current state and the desired outcome. Our team works with the client to ensure the upstream component of the project is completely nailed down, then moves on to framing the delivery.
ACLIVITI offers advantages, including accelerated deployment of a chosen CCaaS solution, a benefit of years of experience, and a great working relationships with the top vendors.
