While every IT professional would like to see a simple, straightforward path to moving contact centers to the cloud, there are plenty of moving parts to consider. You may need to adjust the network infrastructure, applications, and licensing plans while considering the implications for both agents and customers.
“Moving to the cloud is transformational, but the migration process usually takes longer than anticipated,” said Diane Myers, principal analyst, Metrigy, at a recent Enterprise Connect webinar, “Steering Your Contact Center Cloud Migration to Success.” Eric Krapf, general manager, moderated the session, which was sponsored by Bandwidth.
“Our research shows only 32 percent of contact center deployments are on CCaaS platforms, while the rest are customer owned,” said Myers. “However, many cloud projects are underway in the CX space.” Some of the migration projects are worker-focused, while others are limited to certain applications or channels.
Then there are the big-picture foundational migrations that impact major organizational operations. Examples would be integrating the contact center with other platforms in the organization, such as UC, CPaaS or CRM. Some organizations are moving functions like workflow automation, identity verification and fraud prevention to a carrier network, while others want to improve their security for CX calls and contacts.
“Expertise is the top trigger for moving contact center functions to the cloud,” Myers said. “Rather than add to staff, they prefer to offload to the cloud provider. Other drivers include cost savings, flexibility to manage agents working in remote locations, as well as international expansion plans.
Five tips for success
If you are considering a move to the cloud, here are five tips for success from Lauren Brockman, senior director, product management, Bandwidth.
1. Audit your infrastructure. Start by mapping your network typology, including subnets, wireless access points, ports and switches. Conduct an Inventory of your users and phone numbers. See if your users have the licenses needed for the new platform, because you may need to purchase and provision them. Map your IVR call flows, especially if your systems have evolved over time. “Sometimes this is the hardest part of the migration process,” said Brockman.
2. identify the right SBC configuration for your needs. You may want to retain your own session border controllers (SBC), However, that may increase your costs and need for internal IT expertise. Other options include a hosted SBC, which is scalable and provides outsourced expertise, or no SBCs with the provider managing that aspect of the network – a solution that can reduce global complexity.
3. Test SIP and E911. With U.S. deployments, users have to be able to make outbound emergency calls regardless of location. Testing endpoints with 933 cuts can reduce live 911 calls to the PSAP, said Brockman. “You should also notify the PSAPs in advance when you are doing live testing.”
4. Create migration cohorts and a rollback plan. For instance, you might want to migrate on a departmental, location-based or system-based strategy. Then you want to connect to existing on-prem system with a parallel SIP trunk, then port the numbers and migrate to the software-controlled cloud platform.
Because enterprises have complex environments, each path to the cloud will be unique. So, consider the technology, financial, user and customer-related issues in advance, in order to have a successful contact center migration.
Engage Your Stakeholders in Enterprise 911 Solutions
By Richard Westlund
IAUG Associate Editor
Throughout the U.S., IT professionals are grappling with how to comply with 911 legislation like Kari’s Law, Ray Baum’s Act, and Alyssa’s Law. It’s not easy to implement a technology solution that provides direct access to emergency responders when employees are working in multiple locations and using their own devices.
But when planning a technology solution that meets these changing requirements, you also need to consider the human factor, according to William Svien, ENP, president of Vita Safety Partners, who spoke at a recent IAUG webinar, “Enterprise 911 Legislation and The Requirements For Compliance.”
“Your stakeholders need to buy in to the project,” Svien said. “Their input will shape the design, the testing and the usage of a 911 solution.” Some questions to consider:
• Do you cover 911 policies, processes and procedures when onboarding new employees?
• Are your work from home users up to speed on self-reporting their dispatchable location?
• Have you incorporated your 911 solution into your organization’s overall emergency action plan?
• When a 911 call is made, who in the organization will get those emergency notifications?
• Will first responders be met on arrival and escorted to the right location?
“It is critical for your managers and employees to be well-trained and engaged in 911 procedures to ensure compliance with federal and state regulations,” Svien said. “That stakeholder involvement can make or break your solution.”
Find, route and notify
When looking for a 911 technology solution, Svien said enterprises should focus on three stages of the process: find, route and notify. “Being able to quickly find someone can save a life,” he said.
Whether an individual is dialing 911, using a voice command, texting or clicking, your system needs to route that person to the right local PSAP (public-safety answering point). That can be a challenge when organizations route incoming calls to a centralized data center, or when calls come in on PRI or SIP interfaces. “If an emergency call is disconnected, the PSAP must call back, so you need to be sure that is supported by your voice core configuration,” Svien said.
Another legislative requirement is that someone in the enterprise must be notified when a 911 call or contact is initiated. The notification needs to be sent to a location where someone is likely to see or hear it. “An organization with multiple locations, and policies served by the same voice core typically requires a third-party provider, Svien said. “Cloud providers do have robust tools, but they may also need a third party for the desired results.” Svien noted that Avaya has certified two companies – 911Inform and 911Secure – in this technology sector.
Forward-looking technology
When deploying solutions, enterprises need to stay current with ever-advancing technology, such as digital mapping. “This allows first-responders to pinpoint the dispatchable location, along with anyone else receiving the alert,” Svien said. Alternatively, enterprises need to provide PSAPs with granular data – such as building, floor, or room – to clearly show the emergency location.
Organizations should also discuss the evolving requirements of next generation (NG911) IP-based emergency call centers, Svien added. “When looking for a solution, you must invest in technology-forward strategies. That can help you avoid the ‘gotchas’ of a 911 system.”
