Contact Center Migration: Help! Aliens have taken over!
Ever seen the cult movie Invasion of the Bodysnatchers? The film’s heroes discover that humans are being taken over…one-by-one…by aliens. Their friends look exactly the same as before. But now they behave very differently.
And if you’re about to perform a contact center migration then there’s an important parallel here for you – about unforeseen changes in behavior.
People are Strange, When You’re a Stranger…
Firstly, when we talk about changes in behavior in this blog, we don’t mean the people working around you changing … like someone suddenly deciding to travel to work by unicycle or heaven forbid - walk. People may act strangely for all sorts of reasons. It’s not for us to judge – or to suggest remedies, however tempting that might be.
We’re talking about unforeseen changes to your business-critical contact center migration applications.
The story starts when you’re looking forward to upgrading or performing a contact center migration i.e. moving to a new solution, merging two technology stacks or transitioning to the cloud. In theory, the contact center migration shouldn’t harm your much-loved applications. But in reality, it can happen. And if it does …
Contact Center Migration; Your Applications Are Never Quite the Same Again
After your contact center migration- even if your new platform is commissioned successfully-your applications may fail to migrate smoothly, though this isn’t obvious straight away. Going back to our movie-type analogy, it’s usually the pets that first notice something is wrong. It doesn’t smell right.
With your applications, your users will probably be first to sense something, then their managers, then everyone IT, and maybe the customer services team. If things are really grim, customers will start to notice too.
After your contact center migration, problems typically occur in critical application behavior and functionality – those important, sometimes hard-to-quantify nuances that fitted your organization so snugly before, protecting the customer experience you’d built up over years.
Suddenly, controls and features have either vanished completely, fail to work as expected, and even trigger a series of other problems. The trouble is, no-one can precisely recall how every detail worked previously, because proper documentation was never kept updated. And the people who knew how it all functioned may have left years ago. That means that restoring your application to how it should be is virtually impossible.
Contact Center Migrations Can Have a Much Happier Ending
In the Bodysnatchers movie and all its clones, things usually end very badly. Civilization is destroyed. But it doesn’t have to be this way with your call center applications. You can prevent the ‘aliens’ from wrecking what you love – by relying on some friendly, trustworthy humans.
It's now possible to achieve a seamless migration involving any combination of application, vendor, and version – old and new. An independent, third-party provider like Eckoh can bypass tricky proprietary obstacles and make the process seem effortless.
Eckoh can provide the vital specialist services and resources in key areas such as blueprinting your application with testing and documentation before you migrate. Then there are some smart tools and techniques for automated conversion, integration and testing.
As a result, you can avoid that ‘fingers-crossed’ approach when you first login to your application, post-migration. Everything will look, taste, feel, smell and behave like it should!By: Tony Porter, Head of Global Marketing
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