Maximise your cloud platform with continuous improvement

Countless contact centres have already transitioned to a cloud platform, benefiting from innovative technologies as well as increased scalability and efficiency. Yet, many organisations remain hesitant about migrating, believing that a public cloud solution cannot meet their specific needs and requirements.

And, to some extent, they are right: an on-premise contact centre platform can be endlessly customised, whereas an out-of-the-box cloud solution is, well, just that. This means that certain functionalities, workflows, and interfaces may no longer be tailored to your business processes.

Is that a problem? That depends! In many cases, the standard functionality of a cloud platform is more than sufficient. However, some organisations feel a strong need to retain their existing processes and setup. Fortunately, today’s cloud solutions offer a wealth of possibilities. In this blog, we’ll explore what’s available.

Rapid cloud innovation

Advantages of a cloud platform

Cloud solutions are the future – that’s a fact. They offer numerous advantages over on-premise platforms: they are more comprehensive, more scalable, and often more cost-effective. They also allow smaller organisations to leverage innovative contact centre technologies and AI-driven tools without significant upfront investment. Plus, they are much easier to manage!

No exact replica of legacy system

The downside? They are less customisable than on-premise platforms. A cloud solution will rarely be an exact replica of a legacy system. While cloud platforms offer a broad range of features and tools, they may not fully align with the unique needs of your contact centre. For some organisations, this raises concerns about migration, as they fear losing essential functionality.

However, this concern is often unfounded! Cloud solutions are evolving rapidly, with new features and functionalities being introduced as frequently as every week. And the benefits are immediate, both for contact centre staff as well as customers. This continuous development is invaluable for both customer experience (CX) and employee experience (EX).

Customisation options

On-premise platforms provide extensive opportunities for custom workflows, reporting, and integrations. In contrast, cloud contact centres are often delivered as ready-to-use solutions that can be quickly deployed. This speed and cost-efficiency come with a trade-off: organisations must generally adapt to the cloud solution’s standard functionality rather than customising the platform to fit their specific needs.

Fortunately, customisation options for public cloud solutions are expanding. We previously shared a client case study showcasing how such a project can take shape. While capabilities vary by platform, all of them now offer a range of APIs that allow knowledgeable partners to implement tailored solutions and system integrations. This ensures that the platform aligns with critical contact centre and business processes where no compromises can be made.

Practical customisation examples

To illustrate how a public cloud solution can be adapted to suit your organisation’s operations, here are some practical examples. Most of these adjustments can be made directly within the platform without requiring custom development:

Omnichannel support

Customise workflows, routing rules, and response templates for each communication channel to deliver a seamless omnichannel experience.

IVR (Interactive Voice Response)

Define menu options, call routing, backend integrations, and custom prompts to enhance self-service capabilities.

CRM and database Integrations

Ensure agents have seamless access to customer data, interaction history, and other relevant information within the contact centre interface.

Routing and queuing

Adapt routing strategies and queue models based on various criteria, including customer input, agent skills, and priority levels.

Reporting and analytics

Customise dashboards and automated reports to monitor contact centre performance, identify trends, and support data-driven decision-making.

Skill matrix

For one of our clients, we developed a smart skill matrix, enabling them to easily manage agent skills via an intuitive interface.

Agent scripts and workflows

Ensure consistency in customer interactions by tailoring scripts and workflows to different call types, products/services, or customer needs.

Third-party integrations

Leverage APIs to seamlessly integrate your contact centre platform with backend applications and tools, such as chat or voice bots, knowledge management systems, ticketing or ordering platforms, workforce management tools, and other relevant applications.

A phased approach

Up and running in three to six months

A common claim is that cloud solutions, unlike on-premise platforms, can be deployed rapidly. True! On average, implementation can be completed within three to six months – and in some cases, even faster. During the COVID-19 pandemic, one of our clients went live within a week! However, as with any major transition, there are caveats. As the title of this blog suggests, the key to success lies in continuous improvement.

Remain flexible and continuously adjust

The speed of go-live naturally depends on the complexity of the new platform. Implementing a standard cloud solution is relatively straightforward and can be completed quickly. However, if the goal is to replicate a legacy system as closely as possible, this will extend the project timeline.

Our experience has shown that a phased approach to cloud migration is the most effective strategy. Rather than trying to define the perfect end-state from the outset, it’s often best to remain flexible and adjust along the way. Go live with minimal customisation, then refine the setup over time based on actual needs. Partnering with a trusted advisor who understands both business and technical requirements ensures that you maximise the potential of your chosen platform.

The possibilities of a cloud platform in a nutshell

Efficient, user friendly and a better customer experience

Cloud platforms are evolving rapidly, with continuous enhancements making them increasingly suited to organisations of all sizes. Even multinational corporations, financial institutions, and government agencies that previously had reservations are now recognising the clear advantages of cloud-based contact centres.

Many have realised that holding onto existing workflows, templates, and interfaces is often unnecessary. In fact, even the standard functionality of cloud solutions can drive greater efficiency, improved customer experience, and enhanced employee satisfaction.

Vendor-independent advice

Still, it’s important to remember that even a public cloud platform can be tailored to meet specific contact centre requirements. Customisation options vary by platform, so seeking advice from a vendor-independent expert is essential. The right partner will not only have the technical expertise to implement modifications and develop bespoke solutions, but will also proactively advise on new features and functionalities that can enhance your operations.

By taking this approach, you’ll maximise the value of your cloud platform, ensuring continuous improvements in customer experience, employee satisfaction, and contact centre efficiency.

Curious to learn more about how we can support your cloud migration journey? Get in touch with Rijk van Ooijen or Patrick Kleiner today – they’re happy to help!