The global disruption caused by COVID-19 has forced Australian contact centres to rapidly switch to new ways of working and technology deployments to handle increased volumes and allow agents to work remotely.
In a post-COVID world, on premise contact centre solutions struggle to deliver the functionality required when faced with the twin pressures of dramatic changes in operations and major changes in customer needs and expectations.
Fifth Quadrant’s latest research report, commissioned by Cyara, shows that just prior to the coronavirus outbreak, only 24% of Australian contact centres had fully migrated their contact centre technology to the cloud, a further 53% had a hybrid mix of on-premise and cloud technology and 24% were operating with on-premise technology.
COVID-19 will likely accelerate the trend towards a channel management infrastructure based on connected technologies. Pre-COVID 19, Only 40% of businesses were managing 7 different channels with connected technologies. By 2021 62% of businesses expect to be managing 10 different channels with connected technologies. This shift to a connected channel environment needs to happen rapidly. A siloed approach to channel management creates a multitude of data sharing and collaboration issues that drags down CX performance.
Over 80% of businesses that have started their contact centre cloud migration journey are using technologies provided by either Avaya, AWS, Cisco, Genesys, or Google Contact Centre Cloud. A key proposition of these vendors is a Contact Centre as a Service (CCaaS) solution which offers access to the latest technologies at a significantly reduced cost.
The top three key drivers of a contact centre cloud migration project are:
- Reducing the cost to serve
- Improving customer experience
- Introducing new digital self-service channels.
Those who have only partially migrated to the cloud are more driven by the need to reduce costs, whereas fully migrated contact centres recognise are motivated to invest in new technologies can unlock the benefits of innovation leading to growth.
A contact centre migration is not without its challenges. Those that remain on premise are held back by a lack of focus. Other competing priorities, a lack of funding and internal organisational structures hinder their advancement to the cloud. Contact centres operating hybrid solutions are held back by outdated, on-premise legacy systems and face challenges integrating customer interaction channels. Those that have fully migrated are discovering new ways of working which present new challenges around changing the company culture.
Success, therefore, hinges on getting people and teams on board early in the process. The factors that are most effective in delivering a successful cloud migration project are enabling and educating staff to fully engage with the new technology
Businesses with cloud hosted contact centres have transformed into more resilient, agile, and responsive organisations with a sharpened competitive edge that deliver an optimal CX. 94% have improved the customer experience; 94% have seen improved flexibility and customisation; 94% have increased their speed to market; and 93% have future-proofed their technology infrastructure. Overwhelming evidence that a contact centre cloud migration leads to a state of CX nirvana and business transformation.