Why attaining Five9 clarity migration is key for organizational success

CX centers are turning to cloud-based CX solutions or contact-center-as-a-service (CCaaS) to improve CX service.

However, migrating to a different CX solution is fraught with technical complications that make projects far more costly than the intended benefits.

If a project has not been planned properly, it could delay time-to-value and raise the cost of a project, making it a far riskier proposition than it should be.

To reduce the risk of CX migration, CX centers are seeking clarity within their systems so that they can make smarter and safer decisions.

In this article, we explain the importance of clarity in the migration project, taking the example of the Five9 platform.

Why are CX centers migrating to the cloud?

Here are some of the most important reasons why CX centers are adopting cloud migration at an exponential rate.

Lower costs and productive efficiency

Cloud platforms are more cost-efficient and more productive than legacy CX systems and are more suitable in an interconnected, omnichannel world, where customers are more likely to use different mediums when reaching out to contact centers.

In fact, over 95% of new digital workloads will deploy on cloud-native platforms by 2025 because of their processing capabilities and ability to support new features. Given how significant cost and efficiency are, moving to a cloud-based platform is critical for success.

Accelerated shift to work-from-home

The pandemic has accelerated a shift to work-from-home (WFH). While WFH was slowly permeating the industry, the pandemic accelerated the transition, throwing CX centers into an unexpected lurch, for they had to change several management operations.

Cloud-based solutions such as contact-center-as-a-service (CCaaS) facilitated this change to WFH, prompting many CX centers to adopt more cloud-based CX solutions.

Using AI and automation to drive better results

Cloud-based CX solutions come with a host of artificial intelligence applications such as chatbots and other AI-driven agent assist tools that could drive better results.

With call volumes increasing by over 600%, leveraging AI-based tools could help CX centers better manage the call volume and drive better results by using tools to handle low-level queries.

Creates a better employee experience

In the wake of the pandemic, attrition rates in contact centers increased to 40% per year and have increased over time.

CX centers have to deploy solutions that allow them to make the most out of their limited resources to make the most of a shrinking talent pool.

CX platforms can streamline activities, allowing agents to do more in less time, leading to better productivity. This is critical given the large volume of calls that CX agents have to attend to within a short timeframe.

Given these reasons, it is not surprising that contact centers are migrating to cloud-based solutions.

However, to make this transition more successful, contact centers need to plan out their migration process to ensure it is smooth, seamless, and successful.

What is Five9 clarity migration, and why is it critical for success?

As one of the leading developers in CX platforms, Five9 solutions are built to meet the needs of modern CX centers, including the ability to provide support for omnichannel service.

However, migrating from on-premise to CaaS is complex and time-consuming; CX engineers have little idea about the scope and scale of the migration project, which distorts scheduling and drives up costs.

To ensure that migration to a Five9 platform is seamless, contact centers require Five9 clarity migration.

Clarity in migration requires detailed insight into on-premise or legacy systems. Understanding which systems are used and which are redundant is critical because this insight provides much-needed momentum for a migration project by cutting costs and improving productivity.

Attending clarity in CX migration requires organizations to assess their on-premise systems to determine how their systems are used in real-time.

Having this insight allows you to distinguish between valuable systems and ones that are no longer useful. This can help you streamline CX migration, scope your project more effectively, and reduce the cost of migration.

Furthermore, it adds much-needed stability to your project, reducing the chances of system downtime and ensuring that nothing disrupts system delivery. Gaining clarity is critical for a successful migration project.

Turning CX migration into an efficient, seamless project

Given how competitive the CX industry has become, the ability to migrate from one platform to another while following an efficient process is critical for organizational growth and success.

Finding Five9 clarity is critical for any migration project because it provides additional insight into current CX systems.