Retail cloud contact center migration kit: White paper, checklists, and blogs

Cloud contact center migration resources: Strategy.

Cloud-native contact centers bring inherent benefits that are vital in today’s consumer environment:

• Scalability—an unlimited ability to enhance performance and add new systems and capabilities.
• Agility—the flexibility and speed to access vital resources anywhere in the world as soon as market dynamics demand.
• Extensibility—pre-built integrations and application programming interfaces (APIs) to seamlessly connect core business systems and enable data exchange.
• Resiliency—redundant architecture that reduces downtime, prevents data loss, and enables compliance.
• Data-driven—limitless storage and centralized access to data that make it easier and faster to share insights across the enterprise.
• Cost-effective—reduced IT resource utilization and pay-as-you-go models that provide budget flexibility and financial stability.

Despite this, many retailers are operationally dependent on their legacy systems and many are still trying to achieve the return on investment (ROI) from their original capital expenditures. The benefits of the cloud far outweigh the costs of running a system designed in a previous era. Manual updates, point-to-point integrations, delayed and incomplete access to critical data, waiting for developer resources to make simple updates—these drain budgets, produce poor customer experiences, and expose the business to risk.

Below are some various resources to help you make the case for a cloud-native contact center.

1. Guide: Cloud contact center migration guide for retailers.

When making the case for migration, stakeholder buy-in is essential. But oftentimes, teammates don’t understand the vitality of the move. To help, we’ve put together a comprehensive guide you can email or print out and send to a colleague.

The Cloud contact center migration guide for retailers talks about everything in this blog but in a more consolidated format so that your teams can easily skim and digest the information in it.

It is ideal to get IT leaders or C-suite executives on board for your migration project. It also ensures those leaders get on the same page as you in terms of what migration entails, and to be honest, it will make you look really smart.

DOWNLOAD THE CLOUD CONTACT CENTER MIGRATION GUIDE FOR RETAILERS.

2. Checklist: How to select the right customer service solution and make better CX investment decisions.

The term contact center can be a little confusing because, here at Talkdesk, we mean a lot more than what generally comes to mind. For us, contact centers are truly customer experience (CX) hubs that live at the center of all customer interactions– they’re the heart of CX. From the contact center, you should be able to have a 360º view of every customer. When preparing for a contact center migration, you need to make sure you’re bringing all customer interactions to the cloud:

• Contact center platforms.
• Customer experience management platforms.
• Data and analytics.
• Voice of the customer.

Though it seems daunting, this buying criteria checklist will help. And fear not, you don’t need a million vendors to make a 360º view of your customer possible. Talkdesk makes it easy.

CHECK THE BUYING CRITERIA CHECKLIST.

3. White Paper: Contact center maturity model–Define your vision for CX greatness.

Migration is a process, and no one can go from 0 to 100% at the click of a button, especially when you’re not sure what 100% looks like. To define what 100% looks like for your brand, you must evaluate where you are today:

• How is your customer experience?
• What are the goods, the bad, and the ugly?
• What do your customers say about the service they get?
• What does a “happy path” look like for your customers?
• What channels are available for your customers to reach you through?
• At what level of maturity is your contact center at right now?
• Is your contact center able to handle the explosion of channels so common in the retail world?
• How do you measure the success of your contact center?
• What KPIs are you tracking?
• What does your roadmap for innovation look like?

For details on how to answer these questions and more, this is the right resource to have.

DOWNLOAD THE WHITE PAPER DEFINE YOUR VISION FOR CX GREATNESS. 

Cloud contact center migration resources: Security.

Some of the greatest barriers for cloud migrations are security considerations—but that’s ironic because on-premises-based firewalls often use outdated technology, and the integration points with other applications are often fragile and expose system vulnerabilities. Data can also be slow to synchronize between systems—making it difficult to detect an irregularity in time to proactively manage and minimize any fallout. The web application firewalls (WAF) on cloud-native platforms offer the same granularity of control as on-premises firewalls but can be much faster at detecting malicious traffic.

Moving to a cloud-native contact center platform delivers immediate benefits that cannot be experienced via a fully or partially on-premises system. It also sets the stage for integration and automation—next-generation digital transformation that can significantly improve agent productivity, lower IT costs, and streamline vendor management.

Here are some assets to address security issues:

1. Checklist: Hybrid contact center security. 

If you’re going through a migration for the first time, especially in the hybrid world we live in, you must be wondering:

• How do I access control and management of a hybrid contact center?
• How do I oversee agents and manage compliance?
• How do I select a vendor?

We got you. Look no further than this.

DOWNLOAD THE SECURITY CHECKLIST FOR THE HYBRID CONTACT CENTER.

2. Blog: Contact center risk management.

The person who said “out of sight, out of mind” clearly wasn’t in charge of securing a hybrid contact center—if that sounds like something you would say, read this blog about securing your contact center for a hybrid model! It provides an understanding of how technology helps secure contact centers, and of why physical security is more important than ever.

READ THE BLOG.

3. Blog: Why VPN is a poor choice for enabling a remote call center staff. 

The title on this one explains itself. But if it’s not obvious, check out this blog if you’re using VPN connections to your on-premises phone system.

READ THE BLOG.