You’re seeing it and you’re feeling it, responses to the COVID-19 pandemic have accelerated digital transformation initiatives globally and across every aspect of the business. Gartner forecasts that cloud-based investments will make up 14.2% of global enterprise IT spend by 2024, up from 9.1% in 2020. Large-scale cloud migration projects that once would have taken years to complete are now getting done in as little as months or even weeks. Wow!
81% of decision makers are accelerating digital initiatives as a result of the pandemic¹
And trends toward cloud-based telephony are no exception. Cloud communications have been on the rise for the past 20 years, but only now are we seeing the majority of adopters jump on in. The reality is that new contact center practices like working from home, hoteling and hot desking, omnichannel service and sales, and real-time data and analytics have opened the door for conversations around migrating to cloud telephony, and how to do it quickly.
But pivoting from on-premise to cloud-based telephony can seem incredibly daunting. How will you roll out a new communications infrastructure to hundreds or thousands of employees? What impact will this migration have on the productivity of the teams who use it most? How will you handle the training and onboarding of employees to this new system?
The good news is that when you work with industry-leading cloud communication providers like Twilio and Genesys, and expert computer telephony integrators like InGenius, the switch to a cloud-based phone system can be as easy as 1, 2, 3. Here’s how.
1. Choose Your Cloud Communications Pathway
With so many cloud communication products on the market, choosing the right provider for your organization can be tough. The key is finding a service provider who is flexible enough to meet your organization where you are in your digital transformation journey, whether that be completely cloud-based infrastructure, on-premise with some cloud components, or a hybrid cloud model. InGenius expertly integrates with leading cloud telephony platforms Twilio and Genesys Cloud. Cloud telephony service providers like these two fully leverage modern cloud strategies and technologies to bring customer experiences into the next era and support a host of third-party integrations and APIs.
2. Enlist InGenius for a Seamless Move to Cloud
CTI solutions like the new InGenius Connect seamlessly integrate with on-premise solutions like Genesys Engage as well as hosted solutions like Genesys Cloud, meaning Genesys customers of all types are able to seamlessly migrate from on-premise to cloud services. Similarly, customers looking to migrate from any on-premise platform to one of our hosted partner solutions are able to enjoy similar benefits. Enlisting InGenius for migration support means your end-users, typically the frontline of your company in service, sales or ITSM roles, remain largely unaffected. The call handling controls that InGenius brings into your CRM remain accessible throughout the migration period and the UI does not change when moving from one telephony system to another, meaning there is significantly less training required during launch. InGenius support and professional services staff will help ensure workflows are mirrored in the new system and that productivity remains at an all-time high for your contact center teams.
3. Deploy!
With InGenius Connect, organizations can run both on-premise and cloud telephony systems concurrently, allowing for a transition of underlying telephony while maintaining the same user experience for the agents. Reduce migration anxiety with a fool-proof transition plan supported by InGenius. By concurrently running old and new telephony systems, you have the flexibility to migrate teams one by one while maintaining a safe and secure fallback plan should things go awry. Meanwhile, your customer service agents, inside sales reps, ITSM support staff, and other frontline employees retain the same powerful user interface.
Ready to Learn More About Migrating Your Contact Center to the Cloud?
As cloud adoption continues to grow and you consider how cloud investments might benefit your contact center, InGenius is here to help. InGenius is committed to changing with the contact center industry and with our customers, and our CTI solutions are designed to meet you where you are on the road to digital transformation. Whether that means integrating your CRM with your on-premise PBX, hosted cloud solution, or hybrid model – our enterprise-proven CTI technology is ready to meet you where you are and facilitate your evolution.
Learn more about how Upland InGenius is enabling digital transformation at contact centers just like yours. Schedule a 1:1 conversation with one of our industry experts to discuss your contact center goals and how InGenius might help get you there. Request a demo today!
¹Salesforce, 2020