Contact centers adopt
omnichannel CX solutions, such as Genesys, to give consumers a seamless
experience, the type that 9 out of 10 customers want.
However, this raises
concerns over how to maximize ROI on investment.
Migrating infrastructure
from existing platforms to new destination platforms is a significant risk for
most organizations and, if not handled properly, could lead to poor ROI on
their new platform.
To maximize returns on
Genesys cloud services, you need to devise a plan for the platform’s lifecycle
to improve outcomes and reduce costs.
A CX solution's
lifecycle has multiple stages, which are technically complex and easy to get
wrong. However, if left unaddressed, they could even hamper an organization’s
goals.
In subsequent sections,
we will explore what challenges occur throughout the project’s lifecycle and
how to mitigate them with a CX management platform.
Acknowledging the challenges of CX lifecycle
management
CX engineers encounter
complex technical challenges throughout the lifecycle of the Genesys platform,
which could hamper business and technical operations if left unaddressed.
For example, CX
engineers have the challenging task of analysing legacy data during
pre-migration.
They must decide which
is valuable and translate it into a format relevant to the Genesys platform and
then inject said data into the platform.
Migrating and
translating data is a complex, multi-layered step that can go wrong at various
stages because these processes are time-consuming and require a lot of precise
work.
An error at these points
could undermine pre-migration analysis and turn CX migration into a process
plagued by delays and inefficiency.
Moreover, there is also
the post-migration experience to consider.
However, at this stage,
business users may have to use the platform to complete different objectives
but may not have the technical expertise they need to execute these
configuration operations, leading to a massive disruption of platform
operations.
There are also
compliance issues to consider, where users could be violating compliance,
leading to severe fines and penalties.
Fortunately, you can
avoid these problems by investing in the right solution: a CX management
platform.
Optimizing lifecycle management with the right tools
While it is tempting to
ignore other platforms and give full focus on the Genesys cloud solution,
investing in an automated CX management platform can help the organization make
a seamless transition to the new platform while optimizing the new solution for
better efficiency.
Automating operations to streamline operations
Automated management
platforms can streamline several operations across the platform’s lifecycle
using automaton.
During pre-migration,
instead of having a team of engineers identify and translate legacy data, a
management platform can perform the task without human intervention, reducing
errors, saving time, and doubling productivity because your engineers could
move on to high-level work.
To improve migration,
automated CX management platforms can translate the legacy data into the format
for the Genesys platform without engineers having to work on every line of
code.
Easing the transition from source to Genesys
platforms
The platform allows for
greater synchronization between source and destination platforms because they
can monitor both platforms continuously for configuration changes.
Continuous configuration
monitoring allows for a seamless transition from source to Genesys cloud
services while minimizing system disruptions that normally catch users and
engineers off guard.
Reducing system
disruptions often improve lifecycle management because it can improve
productivity and reduce operating costs.
The platform can
automate several critical procedures; for example, engineers can templatize
configuration activities, giving business users the freedom to complete
specific operations without disrupting system operations.
Maximizing ROI on Genesys cloud services
To make the most out of
Genesys cloud services, organizations will need to invest in the right
platforms that make the transition to the new platform as seamless and
cost-efficient as possible.
This would allow them to
maximize ROI and reduce the rough transitory period that usually comes with a
change in platform, which could prove critical in the long run.
As CX becomes more
important, success would be determined not by the quality of service but by the
length of time it took to upgrade to a new omnichannel platform.
An agile and efficient CX management platform could make all the difference in
the long run.
